AT&T
CLASSIC MAIL
TM
VOICE MESSAGING SYSTEM
System
Reference
Guide
Copyright © 1994
All Rights Reserved
AT&T 585-321-115
Issue 1
June 1994
Notice
Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However,
information is subject to change.
Federal Communications Commission (FCC) Interference Notice
This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC rules. These
limits are designed to provide reasonable protection against harmful interference when equipment is operated in a commercial
environment. This equipment generates, uses and can radiate radio frequency energy and, if not installed and used in accordance with the
instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely
to cause harmful interference in which case the user will be required to correct the interference at their own expense.
Security
As a customer of new telecommunications equipment, you should be aware of the significant and growing problem of theft of long
distance services by third parties, known commonly as “toll fraud.” It is particularly important that you understand and take appropriate steps to deal with this crime because under applicable tariffs, you will be responsible for payment of associated toll charges. AT&T
cannot be responsible for such charges and will not make any allowance or give any credit resulting from toll fraud.
Toll fraud can occur despite the preventative efforts of network providers and equipment manufacturers. Toll fraud is a potential risk
for any customer with telecommunications equipment having one or more of the following features: (1) remote access, (2) automated
attendant, (3) voice mail, (4) remote administration and maintenance, and (5) call forwarding (remote). This is not a product or design
defect, but a risk associated with equipment having one or more of the features described above. If your new telecommunications
equipment possesses any of these features, please consult the relevant portion of your documentation for further details and specific
procedures to reduce the risk of toll fraud or contact your AT&T dealer for further details.
Trademarks
MERLIN is a registered trademark of American Telephone & Telegraph Corporation. CLASSIC MAIL is a trademark of American
Telephone & Telegraph Corporation.
Warranty
AT&T provides limited warranty to this product. Refer to the “AT&T Limited Warranty and Limitation of Liability” in Appendix E of
this guide.
Ordering Information
The order number for this book is 585-321-115. To order additional books, call 1-800-432-6600 in the U. S., 1-800-255-1242 in Canada,
and from other countries, call 1-317-322-6646 or send Fax to 1-317-322-6699.
Support Telephone Numbers
In the U. S., AT&T provides a toll-free customer helpline 24 hours a day. In the U. S., call the AT&T Helpline at 1-800-628-2888 or your
Authorized Dealer if you need assistance when installing, programming, or using your system.
For assistance outside the U. S., contact your local AT&T authorized representative.
I
Table of Contents
vii
Preface
Chapter 1: Introduction
Installing the CLASSIC MAIL System With Your Merlin System
Merlin Control Unit Compatibility
Chapter 2: Getting Started
Completing the Installation Data Form
The CLASSIC MAIL System
Chapter 3: Standard Installation
Mounting the CLASSIC MAIL System to the Wall
Interposing the CLASSIC MAIL System between your Outside Lines
and Control Unit
Connecting the Telephone Emulation Cables
Installing the Power Supply
Labeling Your Telephones
The CLASSIC MAIL System Line Numbering Conventions
Initial Administration Tasks
Chapter 4: Additional Installation Options
Expanding a Two–Port Installation
Message Storage Capacity
Maximizing Telephone System Perfomance
Message Waiting Lights
The CLASSIC MAIL- System Message Light Pane
Using the Message Waiting Light on Your Telephone
Using CLASSIC MAIL System With WATS Lines, FX Lines,
or 800 Numbers
Using the CLASSIC MAIL System With Centrex
Using the CLASSIC MAIL System Behind a PBX
9
10
12
13
13
16
19
20
21
26
27
30
31
32
37
37
39
40
42
43
44
47
47
47
Chapter 5: Customizing CLASSIC MAIL to Fit Your Business
The CLASSIC MAIL System Administrator
CLASSIC MAIL System’s Voice Messaging Services
Regular Mailboxes
Guest Mailboxes
Special. Purpose Mailboxes
Using Mailbox
Basic Answering Services
Company Directory
Initial Tasks
Preparing Your Customers for the CLASSIC MAIL system
Preparing Your Employees for the CLASSIC MAIL System
Chapter 6: Customizing the Basic Operations
The Administrator’s Mailbox
Recording Company Greetings
Assigning, Unlocking and Locking Mailboxes
Changing the Administrator’s Mailbox Number
Changing the Administration Password
Chapter 7: Administering Mailboxes
Resetting a Password
Resetting a Mailbox
Listing All Mailboxes
Recording a New Company Directory Name
Adding or Removing a Name in the Company Directory
Creating the General Delivery Mailbox
Changing the Attendant’s Intercom Number
49
50
50
51
52
52
53
54
55
56
56
57
59
59
62
64
65
66
67
67
68
69
70
71
72
73
Chapter 8: Creating Advanced Answering Services
Scheduling the CLASSIC MAIL System
Setting the Business Hours Schedule
Forcing and Releasing Hours of Operation
Advanced Answering Services
Defining Advanced Answering Services
Entering Advanced Answering Service Information
Recording Company Greetings
Entering the Call Routing Map Information
Recording the New Top-Level Menu
Testing the Current Map
Copying a Call Routing Map
Altering a Route
Erasing a Call Routing Map
Assigning Group Call Distribution Mailboxes (1030/3070 Only)
Setting the Number of Rings
Setting the Number of Rings Before an Outside Call Is Answered
Setting the Number of Rings for a Specified Line
Chapter 9: Other Administration Items
Changing the System Date and Time
Changing the CLASSIC MAIL System Access Code
Blocking Lines for Off-Site Message Alert
Changing the Line Configuration
Resetting Line Configuration and Control Unit Type
Changing the Control Unit Type
Changing the Call Transfer Type
Enabling the Touch Tone Gate
Adjusting the CLASSIC MAIL System Disconnect Parameters
Resetting the System
Chapter 10: Troubleshooting
Testing the Configuration of the Merlin Voice Terminal Ports
CLASSIC MAIL System Port Status Indicators
75
75
76
78
78
80
81
82
83
85
86
87
88
88
89
90
90
91
93
93
94
95
96
97
98
99
100
101
102
105
105
108
Appendix A: Installation Data Form
113
Appendix B: Mailbox Assignments
115
Appendix C: Business Hour Schedule
117
Appendix D: Call Routing Worksheet–Day
119
Appendix D: Call Routing Worksheet–Night
121
Appendix D: Call Routing Worksheet–Sample
123
Appendix E: AT&T Limited Warranty and Limitation of Liability
125
Preface
Welcome to the CLASSIC MAIL™ Voice Messaging System, a product that provides
the cost savings of an automated answering service with the convenience of roundthe-clock voice messaging for owners of Merlin™ 206, 410, 820, 1030/3070, and
Merlin Plus telephone systems.
This manual is for the person responsible for the installation and administration of
the CLASSIC MAIL system. It contains two parts.
Part One, “Installing the CLASSIC MAIL system,” explains how to install
CLASSIC MA IL system with your Merlin telephone system. It includes the following
chapters:
•
Chapter 1, “Introduction” discusses how the CLASSIC MAIL system and
your Merlin system work together.
Ž
Chapter 2, “Getting Started,” tells you how to prepare for installation.
•
Chapter 3, “Standard Installation,” describes the steps you take to install
the CLASSIC MAIL system.
•
Chapter 4, “Additional Installation Options,” provides instructions on
modifying the standard installation to increase the overall performance
of your telephone system.
Note: When Installing the CLASSIC MAIL system, be sure to follow the instructions in the exact order
described. Some installation steps include short tests that verify the step has been done correctly.
Always perform these tests
Preface
Part Two, “CLASSIC MAIL System Administration,” explains how to customize the
operation of the CLASSIC MAIL system for the particular needs of your business. It
includes the following chapters:
●
Chapter 5, “Customizing the CLASSIC MAIL system to Fit Your Business,”
explains how to approach the task of customizing the CLASSIC MAIL
system.
●
Chapter 6, “Customizing the Basic Operations,” instructs
first when customizing the CLASSIC MAIL system.
●
Chapter 7, "Administering Mailboxes, ” instructs you how to administer
the CLASSIC MAIL system’s various types of mailboxes.
●
Chapter 8, “Creating Advanced Answering Services,” instructs you how to
make the CLASSIC MAIL system into a powerful automatic answering
service.
●
Chapter 9, “Other Administration Items,” tells YOU how to keep the
CLASSIC MAIL system up to date as your business environment changes.
●
Chapter 10, “Troubleshooting,” contains solutions to possible CLASSIC
MAIL system operation problems.
YOU
what to do
Instructions on how to use the CLASSIC MAIL system are contained in a separate
document, CLASSIC MAIL System Mailbox User Guide.
CLASSIC MAIL System Reference Guide
Part 1:
Installing the
CLASSIC MAIL
System
Chapter 1: Introduction
A quick review of your Merlin phone system is required in order to explain some
terminology used later in describing the installation process.
A Merlin telephone system always includes:
●
A Merlin Control Unit
●
Various types of Merlin telephones
●
Telephone wiring
A typical Merlin system is installed as shown in Figure 1A.
Telephone
Company's
Central
Office
Chapter 1 Introduction
Merlin
Control
Unit
Figure 1A. Typical Merlin
System
9
The Control Unit is a small, breadbox-sized piece of equipment that is located
somewhere in your office building, normally in a closet, back room, attic, or some
other out-of-the-way location. You will need to locate your Control Unit to install
the CLASSIC MAIL system.
Outside lines from the telephone company, and all of your telephones, plug into
jacks (plugs) on your Control Unit. Outside lines plug into line jacks; telephones
plug into voice terminal jacks. The CLASSIC MAIL system will plug into both of these
types of jacks.
Installing the CLASSIC MAIL System With Your Merlin System
Installing the CLASSIC MAIL system is easy. You install the CLASSIC MAIL system
in between your Merlin Control Unit and your incoming lines. You then plug the
CLASSIC MAIL system into one or more vacant Control Unit voice terminal jacks.
Figure 1B shows what your telephone system looks like with the CLASSIC MAIL
system installed.
Telephone
Company's
Figure 1B: A typical Merlin
system with the CLASSIC
Mail System installed
CLASSIC MAIL System Reference Guide
Central
Office
- - - - - CLASSIC MAIL
- - - - - -
Merlin
Control
Unit
Part 1: Installing the CLASSIC MAIL System
Because the CLASSIC MAIL system has been designed to plug into unused voice
terminal jacks, the electronic circuits in the CLASSIC MAIL system are recognized by
the Control Unit as additional Merlin telephones. Figure 1B shows the CLASSIC
MAIL system unit plugged into voice terminaljacks 16 and 17 of a Merlin Control
Unit. The CLASSIC MAIL system's unique ability to emulate a Merlin telephone is
referred to as a telephone emulation*.
Telephone emulation gives the CLASSIC MAIL system the ability to answer and
route incoming calls the same way a telephone operator does. For example, when
someone calls your business, the telephone company’s equipment signals (rings)
your Merlin Control Unit, which in turn rings an outside line button on your
telephone. You hear the phone ring, see which line the call is on, and press the
ringing line button to answer the call. If the call is not for you, you can transfer the
caller to the desired party, or, if the desired party is not available, you can reconnect
to the caller and take a message. Using telephone emulation, CLASSIC MAIL system
repeats these exact same steps when answering calls and taking messages for your
business. Telephone emulation gives the CLASSIC MAIL system the electronic
ability to "hear" your telephones ring, "see" which outside line buttons are ringing,
and "press" ringing buttons to answer calls.
Because the CLASSIC MAIL system acts (later referred to as interposed) between your
Merlin Control Unit and your outside telephone lines, you can call the CLASSIC
MAIL system using the outside line buttons on your telephone. You call the CLASSIC
MAIL system whenever you want to listen to your messages.
* Patent Pending
Chapter 1 Introduction
11
Merlin Control Unit Compatibility
There are many different models and versions of Merlin Control Units. The
CLASSIC MAIL system is designed to work with the most common. These models
are:
●
Merlin System 206, all versions
●
Merlin System 410, all versions
●
Merlin System 820, all versions
●
Merlin System Plus, all versions
●
Merlin System 1030, or 3070, with Feature Modules 1, 2, 4, or 5
Note: The CLASSIC MAIL system will not work with Merlin 1030/3070 Feature Module 3
Other models of Merlin Control Units may not work properly with the CLASSIC
MAIL system. Non-Merlin Control Units will not work with the CLASSIC MAIL
system.
Notes: For the CLASSIC MAIL system to properly operate with a Merlin 1030/3070 Control Unit, you
must install the CLASSIC MAIL System Control Unit Upgrade Kit. If you have a two-port CLASSIC MAIL
system, you must expand it to four–port operation before installing a CLASSIC MAIL System Control Unit
Upgrade Kit. Consult your CLASSIC MAIL system dealer for details.
The CLASSIC MAIL system is designed to operate only with Merlins systems set to use tone (DTMF)
signaling. The CLASSIC MAIL system will not work with Merlins systems set to use rotary signaling.
CLASSIC MAIL System Reference Guide
Part 1: Installing the CLASSIC MAIL System
Chapter 2: Getting Started
Getting started requires that you gather some information about your Merlin
Control Unit. Remove the Control Unit’s front cover, if it has one. Figure 2A shows
the various types of Control Units.
Completing the Installation Data Form
Record your information on the Installation Data Form in Appendix A. If you are
installing a CLASSIC MAIL system with a Merlin 1030/3070 Control Unit, skip the
instructions that immediately follow. Instead, use the "Installation Data Gathering"
instructions in the "CLASSIC MAIL System Control Unit Upgrade Kit Installation Guide."
The information you gather will determine if any of several installation options
apply to your installation. If no options apply, follow the instructions in Chapter 3
for a standard installation. If any options do apply, the Installation Data Form will
refer you to specific sections in Chapter 4, "Additional Installation Options."
Note: Do not attempt to install any of the options described in Chapter 4 until you have read the
Instructions describing a "standard installation" in Chapter 3.
To complete the form:
1. Determine the type of Merlin Control Unit you have. See Figure 2A. Record this
information on the Installation Data Form.
Chapter 2: Getting Started
13
2. If your Control Unit is a Merlin system 206, 410, or 820, determine the type of
feature package it has. Feature packages are cartridges that plug into the opening
on the upper right front side of the Control Unit. See Figure 2A.
If your Control Unit has a cartridge installed, (some do not) and if this cartridge is
labeled “Feature Package 2,” record this information on the Installation Data Form.
See Appendix A.
3. If your Control Unit is a Merlin Plus system, or has Feature Package 2 installed, see
the Installation Data Form for recommended installation options.
4. Determine the quantity and location of any vacant voice terminal jacks in your
Control Unit. See Figure 2A. Voice terminal jacks are the numbered jacks on the
front of the Control Unit. Depending on your Control Unit type, they are numbered
0–5, 10-19, or 10-29. Vacant jacks are the ones that do not have cables plugged in.
5. Record the jack numbers of two vacant voice terminal jacks. You need at least two
vacant voice terminal jacks to complete the standard CLASSIC MAIL system
installation. If you have more than two vacant voice terminal jacks, see the
Installation Data Form for recommended installation options.
6. Determine the quantity and location of any vacant outside line jacks in your Control
Unit. See Figure 2A. Outside line jacks are the lettered jacks on the front of the
Control Unit. Depending on your Control Unit type, they will be lettered A-B, A-D, or
A–H. Record the jack letters of any vacant outside line jacks. If you have more than
two vacant outside line jacks, see the Installation Data Form for recommended
installation options.
CLASSIC MAIL System Reference Guide
Part 1: Installing the CLASSIC MAIL System
Merlin 1030/3070
Line
Jacks
Voice
Terminal
Jacks
820
Voice
Terminal
Jacks
410
Line
Jacks
Cartridge
Voice
Terminal
Jacks
Line
Jacks
Cartridge
Figure 2A:
Merlin Control Units
Voice
Terminal
Jacks
Line
Jacks
Merlin Plus
Cartridge
Merlin 206
Voice
Terminal
Jacks
L i n e
Jacks
Chapter 2. Getting Started
15
7. If you have any outside lines that are WATS lines, Foreign Exchange (FX) lines, or
800 lines, check the corresponding block on the Installation Data Form and see the
recommended installation options.
8. Determine the intercom number (often 0 or 10) of the person who normally answers
your incoming calls. If you don’t have a person who does this, use the intercom
number of the person you designate as the CLASSIC MAIL system attendant. Record
this number in the Attendant’s Intercom Number block on the Installation Data Form.
The remainder of the information on the form will be entered later.
The CLASSIC MAIL System
Your CLASSIC MAIL system includes the following parts:
CLASSIC MAIL System. See Figure 2B
●
●
CLASSIC MAIL System Reference Guide
●
CLASSIC MAIL System Mounting Screws (5)
●
Telephone Emulation Cables (2 or 4, depending on the CLASSIC MAIL
system size)
●
Interposed Line Cables (2 or 4, depending on the CLASSIC MAIL system
size)
●
CLASSIC MAIL System Power Supply and Mounting Bracket
●
Voice Mail Labels
CLASSIC MAIL System Mounting Template
Part 1: Installing the CLASSIC MAIL System
Optional RS-232
Connector
Optional
Expansion Key
Connector
Diagnostic
Button
Figure 2B
The CLASSIC MAIL System
Message Waiting
Panel Plug
DC Power
Plug
Status
Indicators
Emulation
Jacks. 1-4
Line Jacks. 1-4
Line Jacks. 1-4
Chapter 2: Getting Started
17
FCC Information
This equipment has been tested and found to comply with the limits for a Class A digital device,
pursuant to Part 15 of the FCC rules. These limits are designed to provide reasonable protection
against harmful interference when equipment is operated in a commercial environment. This
equipment generates, uses and can radiate radio frequency energy and, if not installed and used
in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference in
which case the user will be required to correct the interference at their own expense.
This device has been granted a registration number by the Federal Communications Commission
under Part 68 rules and regulations for direct connection to telephone lines. In order to comply with
these FCC rules, the following instructions must be carefully read and applicable portions
followed completely.
1.This equipment complies with FCC Part 68 rules. On the back side is a label that contains the
FCC registration number and ringer equivalence number (REN) for this equipment. If requested,
this information must be provided to the telephone company. The REN is used to determine the
quantity of devices which may be connected to the telephone line. Excessive REN’s on the
telephone line may result in the devices not ringing in response to an incoming call. In most, but
not all areas, the sum of the RENs should not exceed five (5.0). To be certain of the number of
devices that may be connected to the line, as determined by the total RENs, contact your telephone
company.
2. The modular jack types used by this equipment are RJ11 and RJ45. This equipment contains
no user serviceable parts,
3. If this equipment causes harm to the telephone network, the telephone company will notify you
in advance that temporary discontinuance of service may be required. If advance notice is not
practical, the telephone company will notify you as soon as possible. You will be advised of your
right to file a complaint with the FCC if you believe it is necessary. This equipment contains
circuitry that will temporarily "make busy" some of your telephone lines. Some telephone
companies have policies discouraging the use of make busy circuits. Contact your local telephone
company for an explanation of their current policy.
4. The telephone company may make changes in its facilities, equipment, operations, or
procedures that could affect the operation of this equipment. If this happens, the telephone
company will provide you advanced notice in order for you to make the necessary modifications
in order to maintain uninterrupted service.
5. This equipment cannot be used on public coin service provided by the telephone company.
Connection to party line service is subject to state tariff.
CLASSIC MAIL System Reference Guide
Part 1: Installing the CLASSIC MAIL System
Chapter 3: Standard Installation
This chapter provides step-by-step instructions for the standard CLASSIC MAIL
system installation. If you are installing a CLASSIC MAIL system with a Merlin 1030/
3070 Control Unit, skip the instructions that immediately follow. Instead, follow the
instructions in the "CLASSIC MAIL System Control Unit Upgrade Kit Installation Guide."
The standard installation is referred to as an interposed configuration, because the
CLASSIC MAIL system is interposed between your incoming telephone lines and the
telephone line jacks on your Merlin Control Unit. The two-port version of the
CLASSIC MAIL system is interposed between two incoming lines and the Control
Unit; the four-port version is interposed between four lines and the Control Unit.
To complete a standard installation:
●
Mount the CLASSIC MAIL system to a wall.
●
Interpose the CLASSIC MAIL system between your Merlin Control Unit
and two (or four) incoming telephone lines.
●
Connect the CLASSIC MAIL system to two (or four) vacant voice
terminal jacks on the Merlin Control Unit.
●
Install the CLASSIC MAIL system power supply.
Chapter 3: Standard Installation
19
Mounting the CLASSIC MAIL System to the Wall
The CLASSIC MAIL system is designed to hang on the wooden backboard to which
the Merlin Control Unit is attached. The CLASSIC MAIL system requires a wall space
of approximately 19" x 18" for proper mounting.
.
To determine a proper wall location for the CLASSIC MAIL system:
1. Find space for the CLASSIC MAIL system within five feet of the Merlin Control Unit;
that is, close enough so that the cables plugged into the outside line jacks on the
Control Unit can be disconnected and reinserted into the outside line jacks on the
CLASSIC MAIL system.
Mounting
Screws
Figure 3A: Properly
located mounting
fasteners, with the
CLASSIC MAIL system
being positioned
Mounting
Template
CLASSIC MAIL System Reference Guide
Part 1: Installing the CLASSIC MAIL System
2. Make sure an AC power plug is within ten feet of the mounting location.
3. Make sure that the CLASSIC MAIL system is not located close to heating vents or
other heat sources.
4. Make sure that all four sides of the CLASSIC MAIL system has six inches of
ventilation space. Do not install the CLASSIC MAIL system in an enclosed cabinet.
After finding a mounting location that satisfies these requirements:
1. Tape the mounting template to the wall at the desired location.
2. Install the three mounting screws through the location targets on the template, into
the wall. Leave a 1/4 inch clearance between each screw head and the wall
surface. Tear away and discard the mounting template.
3. Position the mounting clasps on the back surface of the CLASSIC MAIL system over
the mounting screw heads and lower it until it locks into position. See Figure 3A.
Note: The following installation procedures are for installing a two-port CLASSIC MAIL system. Any
additional installation steps associated with four-port installations are explained by notes located at the
end of each installation step.
Interposing the CLASSIC MAIL System between your Outside Lines and
Control Unit
In this step you interpose the CLASSIC MAIL system between two outside lines and
your Merlin Control Unit. See Figure 1B in Chapter 1, "Introduction". The outside
lines you connect to the CLASSIC MAIL system will become the lines you use to gain
access to your stored messages.
Chapter 3: Standard Installation
21
During this step you will temporarily disconnect some of your telephone lines. This
will interrupt your telephone service for several minutes. Consider doing this step
outside your normal business hours or during non-busy calling periods. To prevent
an accidental disconnection of calls in progress, verify that none of your outside
lines are in use before beginning.
If you have more than two outside lines, it is preferable to connect the CLASSIC MAIL
system to the two least busy lines; this makes retrieving messages a little easier. The
instructions below assume that your least busy lines are those plugged to outside line
jacks C and D on your Merlin Control Unit.
Note: If you decide to connect the CLASSIC MAIL system to lines other than those plugged into jacks C
and D, follow the instructions below, substituting the line designators for these different lines in place of
line designators C and D.
To connect outside lines to the CLASSIC MAIL system:
1. Unplug the outside line that is plugged into the line C jack of your Merlin Control
Unit. See Figure 3B. If you have a Merlin Plus Control Unit, see Figure 3C.
2. Plug this line into the outside line 1 jack of the CLASSIC MAIL system. See Figure 3B
or 3C.
3. Unplug the outside line that is plugged into the line D jack of your Merlin Control
Unit.
4. Plug this line into the outside line 2 jack of the CLASSIC MAIL system.
CLASSIC MIAL System Reference Guide
Part 1: Installing the CLASSIC MAIL System
Figure 3B: Reconnecting outside lines
from Merlin
Merlin
Outside Line
from Merlin
Line C Jack
Outside Line
from Merlin
Line D Jack
Figure 3C: Reconnecting
outside lines from Merlin Plus
Merlin Plus
Outside Line
from Merlin Plus
Line C Jack
Outside Line
from Meriin Plus
Line D Jack
5. On the Installation Data Form, record, as CLASSIC MAIL system access lines, the
seven-digit telephone numbers of the lines you inserted into the CLASSIC MAIL
system outside line jacks 1 and 2. The telephone numbers of these lines are
normally labeled on the line cable, or the line’s originating telephone company jack.
Note: If you are installing a four-port CLASSIC MAIL system, remove two additional outside lines from
your Control Unit and connect them to the CLASSIC MAIL system’s outside line jacks 3 and 4 using
procedures similar to those explained in the previous steps 1–5. Proceed to step 6.
Chapter 3: Standard Installation
23
Merlin
Line C
Jack
Figure 3D: Installing
interposed line cables
to the Merlin Control
Unit
Merlin
Line D
Jack
Interposed
Line 1
Merlin Plus
Line C
Jack
Figure 3E: Installing
interposed line cables
to the Merlin Plus
Control Unit
Merlin Plus
Line D
Jack
Interposed
Line 2
Merlin Plus
Interposed
Line 1
6. The CLASSIC MAIL system comes with two special interposed line cables. Plug one
of these cables into the line C jack (the jack that your outside line cable was plugged
into originally) of your Merlin Control Unit. See Figure 3D. If you have a Merlin Plus
Control Unit, see Figure 3E.
7. Plug the other end of this cable into the interposed line 1 jack of the CLASSIC MAIL
system. See Figure 3D or 3E.
8. Plug the second interposed line cable into the line D jack (the jack that your second
outside line cable was plugged into originally) of your Merlin Control Unit.
CLASSIC MAIL System Reference Guide
Part 1: Installing the CLASSIC MIAL System
9. Plug the other end of this cable into the interposed line 2 jack of the CLASSIC MAIL
system. Telephone service should now be restored to normal operation.
10. Perform Test 1.
Note: If you are installing a four-port CLASSIC MAIL system, install two additional interposed line cables
between your Control Unit outside line jacks and the CLASSIC MAIL system interposed line jacks 3 and
4. Use procedures similar to those explained in the previous steps 6-10.
TEST 1
Call each outside line connected to the CLASSIC MAIL system. For example, if C and D are
the outside lines connected to the CLASSIC MAIL system:
1. Press line button corresponding to line C. Dial the seven-digit telephone number of line D.
The corresponding line D button should ring.
2. Hang up.
3. Repeat the procedure using line D to call line C.
If this test fails, turn to turn to Chapter 10, “Troubleshooting Tables.”
Chapter 3: Standard Installation
25
Connecting the Telephone Emulation Cables
Your CLASSIC MAIL system comes with two telephone emulation cables. These
cables are used to connect the CLASSIC MAIL system to your vacant voice terminal
jacks. These are the same type of cables used by Merlin telephones. Do not use any
other type.
To connect telephone emulation cables:
1
Plug the first cable into one of the vacant voice terminal jacks listed on the
Installation Data Form, Appendix A. Voice terminal jacks are the numbered jacks on
the Merlin Control Unit. See Figure 3F, or if you have a Merlin Plus Control Unit,
Figure 3G.
Note: Occasionally a voice terminal jack may be vacant because it is defective. Test vacant voice
terminal jacks by plugging a Merlin telephone into each jack and placing a call to another phone.
2. Plug the other end of this cable into the CLASSIC MAIL system’s telephone
emulation jack 1. See Figure 3F or 3G.
3. Plug the second telephone emulation cable into the other vacant voice terminal jack
listed on the Installation Data Form.
4. Plug the other end of this cable into the CLASSIC MAIL system’s telephone
emulation jack 2.
Note: If you are installing a four–port CLASSIC MAIL system, install two additional telephone emulation
cables between vacant Control Unit voice terminal jacks and the CLASSIC MAIL system’s telephone
emulation jacks 3 and 4.
CLASSIC MAIL System Reference Guide
Part 1: Installing the CLASSIC MAIL System
Figure 3F: Connecting
telephone emulation lines to
the Merlin Control Unit
Merlin
Voice
Terminal
Jack
Telephone
Emulatlon
Jack 1
Figure 3G: Connecting
telephone emulation lines to
the Merlin Plus Control Unit
Merlin Plus
Telephone
Emulation
Jack 1
Installing the Power Supply
Do not install the power supply until you have completed the previous steps.
To install the CLASSIC MAIL System Power Supply:
1. Attach the power supply mounting bracket to the wall and place the power supply
into the mounting bracket. Make sure to position the bracket within five feet of a
grounded AC power plug and within five feet of the CLASSIC MAIL system. See
Figure 3H.
2. Plug the DC power cord into the CLASSIC MAIL system.
3. Plug the AC power cord into the power supply. Plug the other end of this cord into a
non-switched AC power plug. A non-switched AC plug is one that is never switched
off .
Chapter 3: Standard Installation
27
The CLASSIC MAIL system is now in the "powered on" state. You should see the
status indicators on the front of the CLASSIC MAIL system begin to flash,
indicating that the CLASSIC MAIL system self–initialization process is underway.
This process will take approximately five minutes, then status indicator "5" will
turn solid green. The CLASSIC MAIL system is now operating normally. Status
indicators 1-4 may be in one of several states at this point. If status indicator
"5" turns red, see Chapter 10, "Troubleshooting Tables."
Caution Install the CLASSIC MAIL system using the enclosed UL recognized power supply
only.
Figure 3H: Installing the
CLASSIC MAIL System Power
supply
CLASSIC MAIL System Reference Guide
Part 1: Installing the CLASSIC MAIL System
Note: Never power the CLASSIC MAIL system off during the initialization process. If you want to turn the
CLASSIC MAIL system off wait until initialization is complete, then unplug the power supply.
4. Perform tests 2 and 3.
TEST 2
For each outside line (C, D, and so forth) now connected to the CLASSIC MAIL system:
1. Press the corresponding line button on a Merlin telephone.
press
2. When you hear dial tone
3. The CLASSIC MAIL system should answer. Hang Up.
If this test fails, turn to Chapter 10, “Troubleshooting Tables. ”
TEST 3
1. Call each of your outside lines, one at a time.
2. Let the call ring. The CLASSIC MAIL system should answer the call after fourth ring. (If the
outside line you call was in use during the initialization process, this test may fail.)
If this test fails, turn to Chapter 10, "Troubleshooting Tables."
Chapter 3: Standard Installation
29
Labeling Your Telephones
The CLASSIC MAIL system includes a set of voice mail labels that attach to your
Merlin telephones. These labels indicate which outside line buttons can be used to
gain access to messages stored by the CLASSIC MAIL system. It is important that all
of your Merlin telephones have these labels attached. See Figure 3I.
For each Merlin telephone in your business:
1. Attach a label next to each outside line button corresponding to the lines plugged
into the CLASSIC MAIL system’s interposed line jacks. (You recorded these lines on
the Installation Data Form earlier.)
2. Perform Test 4.
TEST 4
1. Press each Labeled outside line button.
press
2. When you hear dial tone
The CLASSIC MAIL system should answer.
3. Hangup.
If this test fails, turn to Chapter 10, "Troubleshooting Tables."
CLASSIC MAIL System Reference Guide
Part 1: Installing the CLASSIC MAIL System
Fjgure 3I: Merlin Telephone
with voice mail labels in place
The CLASSIC MAIL System line Numbering Conventions
Throughout this guide, and during the operation of the CLASSIC MAIL system,
references will be made to line numbers. Line numbers are used to identify a
particular outside line plugged into your Merlin Control Unit. The line labeling
convention used on the Control Unit is that the line plugged into Control Unit
outside line jack A is called line A; line B is plugged into jack B, and so forth. The
CLASSIC MAIL system alters this convention slightly by referring to lines by
numbers; for example, when transferring a call to you it may say, "You have a call on
line 1." This means that you have a call on the line plugged into control unit jack A,
which is normally the first outside line button on your telephone. Table 3J shows the
CLASSIC MAIL system line numbering convention. These line designators correspond to specific outside line buttons on Merlin telephones. See Figure 3K.
Merlin Line Designators
CLASSIC
MAIL
A
Designators
Chapter 3: Standard Installation
B
C
1
D
2
3
E
4
F
G
5
6
H
7
8
Table 3J: Line Numbering
Conventions
31
Figure 3K: Line Button
Designations
Note: If you are installing the CLASSIC MAIL system with a Merlin 1030/3070 control Unit, your line
designation scheme will be different. See the CLASSIC MAIL System Control Unit Upgrade Kit
Installation Guide for details.
Initial Administration Tasks
If you have completed the previous steps you are ready to begin the administration
process. This process includes:
●
Opening and initializing the Attendant’s Mailbox
●
Verifying that the results of the self–initialization process are correct
●
CLASSIC MAIL System Reference Guide
Setting the date and time
Part 1: Installing the CLASSIC MAIL System
To open the attendant’s mailbox:
1. Press any labeled outside line button on any Merlin telephone. See Figure 31.
2. When you hear the dial tone
press
The confirming message, "Enter your mailbox number
and password, then press pound... ” plays.
3. Enter the intercom number of your attendant. See Appendix A, “Installation Data
Form,” Attendant’s Intercom Number.
4. Enter the attendant’s password (initially set to 0000).
To verify the results of the self-initialization process:
5. The series of messages, "Control Unit type is... Control Unit software is... The
following outside lines are in service..." plays.
This series of messages reports the results of a self–initialization process that the
CLASSIC MAIL system goes through when first powered on. During this process, the
CLASSIC MAIL system conducts tests to determine the type of Merlin Control Unit
it is connected to, the type of feature package software installed in the Control Unit,
and the number of outside lines connected to the Control Unit. The CLASSIC MAIL
system may not have been able to determine these attributes accurately if your
Control Unit was in use when you first turned the CLASSIC MAIL system on,
therefore these results may not match your actual Control Unit attributes. If this
Chapter 3: Standard Installation
33
happens, or if you want to hear this information again, follow the procedures in the
Chapter 9 sections, "Change Control Unit type" and "Change Line Configuration."
To set the date and time:
6. The message, "Enter 6 digits to specify the month, day and last two digits of the
year..." plays.
7. Enter six digits representing the current date.
For example, for a date of July 4, 1993, (07/04/93) enter 070493. The confirming
message, “Enter four digits to specify the hour and the minute... ” plays.
8. Enter four digits representing the current time. For example, for a current time
of 3:15, (03:15) enter 0 31 5.
9. To specify a.m.
OR to specify p.m.
press
press
To initialize the attendant’s mailbox:
The confirming message, “Since this is the first time you are calling your voice
messaging system, you will be asked to enter your new password, record your
name, and spell the first four letters of your last name. Your password must be four
to eight digits long. Enter your new password then press pound. ” plays.
10. Enter a four to eight digit password.
CLASSIC MAIL System Reference Guide
Part 1: Installing the CLASSIC MAIL System
11. To accept the new password
press
12. Hang up. Record this Attendant’s Password in Appendix A.
13. Perform Test 5.
TEST 5
1. Call your main business telephone number. Let the call ring four times. The CLASSIC MAIL
system should answer.
2. Enter the intercom number of your attendant. The CLASSIC MAIL system should transfer
the call to the attendant’s intercom. Verify that the attendant’s intercom line is ringing. Do
not answer the ringing intercom.
Hear the confirming message, "You have reached mailbox (Attendant Intercom #).. At the
tone record your message. When you have finished recording, hang up to deliver your
message, or press pound for more options. ”
3. Leave a test message approximately 10 seconds long,
When you are finished recording
4. To replay the message
press
press
Hear the test message replay.
If this test fails, turn to Chapter 10, “Troubleshooting Tables. ”
Chapter 3: Standard Installation
35
The standard installation is now complete. If you have read Part Two of this manual
and have a plan of how you want the CLASSIC MAIL system to operate, you are ready
to begin the customizing process now. If you are not ready, unplug the CLASSIC
MAIL system power supply until:
●
You have read the customizing instructions in Part 2: CLASSIC MAIL
System Administration
●
You have trained all CLASSIC MAIL system users how to operate the
CLASSIC MAIL system
Note: The CLASSIC MAIL system does not have a power switch you turn it off by unplugging it. Unplugging
the CLASSIC MAIL system will not affect your existing telephone operations.
For additional information about installing the CLASSIC MAIL system, refer to
Chapter 4, "Additional Installation Options."
CLASSIC MAIL System Reference Guide
Part 1: Installing the CLASSIC MAIL System
Chapter 4: Additional Installation Options
This chapter describes several installation modifications that you can make that may
improve the operation of the CLASSIC MAIL system and your Merlin telephone
system.
Expanding a Two-Port Installation
The CLASSIC MAIL system can be initially installed in either of two configurations:
two-port or four-port. If you have initially installed a two-port CLASSIC MAIL
system, you may eventually need to expand its capability to four ports. Expanding
a two-port CLASSIC MAIL system increases the possible number to simultaneous
system users from two to four, and increases the total system message storage
capacity from approximately three to six and one half hours.
Expanded CLASSIC MAIL systems plug into four voice terminal jacks and four
outside line jacks on your Control Unit. An expanded CLASSIC MAIL system is
installed as shown in Figure 4A.
Telephone
Company's
Central
Office
Chapter 4: Additional Installation Options
Figure 4A: Typical Expanded
CLASSIC MAIL System
Installation
37
Deciding if the expanded installation configuration is best for your business requires
that you estimate how much you will use your CLASSIC MAIL system. Often the
amount of usage is determined by the type of Merlin you have. See Table 4B.
Table 4B: Two–port vs.
four–port installation
guidelines
MODEL
TWO-PORT
INSTALLATION
FOUR-PORT
INSTALLATION
Merlin 206
Yes
No
Merlin 410
Yes
Maybe
Merlin 820
Maybe
Yes
Merlin Plus (4x10)
Yes
Maybe
Merlin Plus (8x20)
Maybe
Yes
Merlin 1030/3070
No
Yes
If you have a two-port CLASSIC MAIL system installed with a Merlin Control Unit
with five to eight outside lines, or if your employees let messages accumulate for long
periods before listening to them, you should consider the expanded installation.
If you have a two-port CLASSIC MAIL system, and find that it is often busy when
you try to retrieve your messages, or if it is often too busy to answer incoming calls,
you should consider switching to expanded installation.
CLASSIC MAIL System Reference Guide
Part 1: Installing the CLASSIC MAIL System
Consult your CLASSIC MAIL system dealer for additional assistance in determining
which installation is best for your business.
To complete an expanded installation:
●
Interpose the CLASSIC MAIL system between your Merlin Control Unit
and two additional outside lines
●
Connect the CLASSIC MAIL system to two additional vacant voice
terminal jacks on the Control Unit
●
Install the CLASSIC MAIL system Expansion Key
See the instruction sheet included in the optional CLASSIC MAIL System Expansion
Kit for expanded CLASSIC MAIL system installation details.
Message Storage Capacity
The message storage capacity of your CLASSIC MAIL system determines how many
hours of recorded messages your system can contain before it fills up. Your CLASSIC
MAIL system’s storage capacity depends upon the size of the "hard disk" in your
system and the version of your CLASSIC MAIL system software. Capacities range
from three hours to thirteen hours. See Table 4C for an explanation of the available
message storage capacities.
Chapter 4: Additional Installation Options
39
Table 4C. Message
Storage Capacities
CLASSIC MAIL
SYSTEM
COM-CODE
HARD DISK
SIZE/ SOFTWARE
MESSAGE STORAGE
CAPACITY
407041920
85 MB/1.5 SW
6.5 Hours ( 4-port system)
407041912
85 MB/1.5 SW
3 Hours ( 2-port system)
407162866
170 MB/1.6 SW
13 Hours ( 4-port system)
407162916
170 MB/1.6 SW
6.5 Hours ( 2–port system)
Maximizing Telephone System Performance
If you have unused (vacant) outside line jacks on your Merlin Control Unit, you can
use them to maximize the overall performance of your telephone system. Consider
using these vacant jacks as access lines to the CLASSIC MAIL system. Access lines are
the lines you use to retrieve your messages from the CLASSIC MAIL system.
The benefit of this option is that you can retrieve messages from a Merlin telephone
without using any of your actual outside lines. This eliminates the possibility that
incoming callers would get a busy signal if they call when all your outside lines are
in use retrieving messages.
An example of this installation is shown in Figure 4D. Note that in this example, the
incoming lines do not connect directly to the CLASSIC MAIL system; instead, two
vacant outside line jacks are used to connect the CLASSIC MAIL system to your
CLASSIC MAIL System Reference Guide
Part 1: Installing the CLASSIC MAIL System
Control Unit, thus eliminating the need to use real outside lines to gain access to the
CLASSIC MAIL system. You can use this option with either a two-port or four-port
installation.
Note: You should have at least two vacant outside line jacks on your Merlin Control Unit in order to follow
this procedure.
Telephone
Company’s
Merlin
Control
Unit
Central
Office
Figure 4D. Utilizing vacant
outside line jacks
CLASSIC MAIIL
Vacant
Outside
Line
Jacks
To install the CLASSIC MAIL system so that it utilizes vacant outside line jacks,
follow the instructions in Chapter 3, until you reach the section, “Interposing the
CLASSIC MAIL system between your Outside Lines and Control Unit.”
Chapter 4: Additional Installation Options
41
Skip the instructions in that section. Instead, perform the alternative procedure that
follows:
To install the CLASSIC MAIL system with vacant outside line jacks:
1. The CLASSIC MAIL system comes with two or four interposed line cables. Plug the
first interposed line cable into one of the vacant outside line jacks on your Merlin
Control Unit. See Figure 3D, or if you have a Merlin Plus Control Unit, Figure 3E.
2. Plug the other end of this cable into the interposed line 1 jack of the CLASSIC MAIL
system.
3. Install the remaining interposed line cables into the remaining interposed line jacks
as required.
4. On your Installation Data Form, record, as CLASSIC MAIL system access lines, the
line designators (C,D, and so forth) of the Control Unit outside line jacks now
connected to the interposed line jacks.
5. Proceed to Chapter 3, “Connecting Telephone Emulation Lines”.
Message Waiting Lights
The CLASSIC MAIL system is designed to notify you whenever you have messages.
The CLASSIC MAIL system will notify you by calling you at your intercom number,
at an outside number (or pager), and by turning on a message waiting light.
CLASSIC MAIL System Reference Guide
Part 1: Installing the CLASSIC Mail System
If you want to be notified of messages with a message waiting light, you have two
options:
●
A CLASSIC MAIL System Message Light Panel. (See Figure 4E)
● The message light that is included on all Merlin telephones except
five-button models. (See Figure 4F)
The CLASSIC MAIL System Message Light Panel
The CLASSIC MAIL System Message Light Panel is an optional accessory that displays
the new message status of up to eighteen mailboxes. The panel consists of eighteen
lights; each light is associated with a mailbox. If a mailbox contains a new message,
the associated light will be on. The CLASSIC MAIL System Message Light Panel
cannot be used to display the new message status of guest mailboxes. (See Chapter
5 for a description of guest mailboxes.)
Figure 4E: Message Light
Panel
Chapter 4: Additional Installation Options
43
To install the CLASSIC MAIL System Message Light Panel, follow the instructions
included in the CLASSIC MAIL System Message Light Panel Kit.
Using the Message Waiting Light on Your Telephone
The CLASSIC MAIL system works with your Merlin Control Unit to turn on your
telephone’s message light whenever you have a message.
To use this feature, you must have the Merlin Send Message feature installed in your
Control Unit. If you have a Merlin system 206, 410 or 820 Control Unit, you need
a Feature Package 2 cartridge installed to make the Send Message feature work. See
your Installation Data Form in Appendix A to determine if you have this feature
installed. The Send Message feature is installed in all versions of the Merlin Plus
Control Unit.
If you have the Send Message feature installed in your Control Unit, and you want
the CLASSIC MAIL system to control your telephone’s message light, follow the next
procedure.
Figure 4F Telephone
Message Lights
Message
Light
CLASSIC MAIL System Reference Guide
Message
Light
Message
Light
Part 1: Installing the CLASSIC MAIL System
To Control Your Telephone’s Message Light:
1. During the Chapter 3 installation step, Connecting the Telephone Emulation Lines,
install the first telephone emulation cable between voice terminal jack 10 (or Jack 0
on a Merlin 206) of your Merlin Control Unit and the CLASSIC MAIL system’s
telephone emulation jack 1. See Figure 4G.
CLASSIC MAIL
Telephone
Merlin
Control
Unit
Company’s
Central
Office
Telephone
Voice
Emulation
Terminal
Jack #1
Jack #10
Figure 4G: Installing the
CLASSIC MAIL system when
using "Message" lights
If a voice terminal cable is already installed in Voice terminal jack 10 (or 0), you must
remove this cable and reinstall it in any vacant voice terminal jack. If you have
previously completed the Chapter 3 procedure "Initializing the CLASSIC MAIL
System," complete steps 2 and 3 as well. Otherwise return to Chapter 3 and begin
the installation procedure "Installing the Power Supply."
Chapter 4: Additional Installation Options
45
2 Reset the Line Configuration. See Chapter 9.
3 Perform Test 6. This test requires that you be familiar with the CLASSIC MAIL
system procedures for leaving and listening to messages. Refer to the CLASSIC
MAIL System Mailbox User Guide.
Note: Most Merlin systems are installed with the attendant’s or operator’s telephone cabled to voice
terminal jack 10 (or 0). Moving the voice terminal cable from jack 10 will essentially assign a new intercom
number to your attendant's telephone. As a result, after moving this cable, you must reassign the CLASSIC
MAIL system attendant intercom number to match this new intercom number, otherwise the CLASSIC MAIL
system Transfer Caller to Operator feature will not work properly. See Chapter 7, "Changing the Attendant 's
Intercom Number", for instructions.
TEST 6
1. Delete all messages in the attendant’s mailbox.
2. Leave a message approximately ten seconds long in the attendant’s mailbox.
3. Verify that the message light on the attendant’s telephone turns on within 90 seconds. The
attendant must have a telephone message light for this test.
4. Delete the message.
5. Verify that the message light on the attendant’s telephone turns off within 90 seconds.
If this test fails, turn to Chapter 10, Troubleshooting.
CLASSIC MAIL System Reference Guide
Part 1: Installing the CLASSIC MAIL System
Using CLASSIC MAIL System With WATS Lines, FX Lines, or 800 Numbers
If you have outside lines that are WATS lines, Foreign Exchange (FX) lines, or 800
numbers, do not connect these lines as access lines to the CLASSIC MAIL system. Due
to the special services that these lines often provide, they should not be used to gain
access to CLASSIC MAIL system messages. The CLASSIC MAIL system will still
answer incoming calls on these lines, even if they are not directly connected.
See the Chapter 9 sections, “Blocking Lines For Off-Site Message Alert”, and “Setting
Line Configurations” for information regarding the use of these special line types
with your CLASSIC MAIL system.
Using the CLASSIC MAIL System With Centrex
If your outside lines are Centrex service lines, you can connect these lines directly
to the CLASSIC MAIL system. See Figure 1B. Use the installation instructions in
Chapter 3, “Interposing the CLASSIC MAIL System between your Outside Lines and
Control Unit,” substituting the Centrex lines for normal outside lines.
Using the CLASSIC MAIL System Behind a PBX
If your Merlin is installed behind a PBX telephone system, you can connect the
analog telephone lines from the PBX directly to the CLASSIC MAIL system.
Chapter 4: Additional Installation Options
47
See Figure 4H. Use the installation instructions in Chapter 3, “Interposing the
CLASSIC MAIL System between your Outside Lines and Control Unit,” substituting
the PBX analog telephone lines for normal outside lines.
Figure 4H: Installing the
CLASSIC MAIL system behind
a PBX telephone system
Telephone
Company's
Central
Merlin
Control
Unit
Office
CLASSIC MAIL System Reference Guide
Part 1: Installing the CLASSIC MAIL System
Part 2:
CLASSIC MAIL
System
Administration
ENTER
ADMINISTRATION
MODE
RECORD
COMPANY
GREETINGS
DAY
GREETING
CALL
Routing
FORCE
DAY
NIGHT
GREETING .
CHANGE
SYSTEM
PARAMETERS
MA!LBOX
ADMINISTRATION
CHANGE
SYSTEM
OPERATION
ADMINI
LOCKING
AND
UNLOCKING
MAlLBOXES
CHANGE
CONTROL
UNIT
INTEGRATION
PARAMETERS
FORCE RELEASE RETURN
NIGHT
LOCK
OR
UNLOCK
LOCK
MULTIPLE
MAlLBOXES
RETURN
TO
PREVIOUS
MENU
UNLOCK
MULTIPLE
MAlLBOXES
MAILBOX
CHANGE
A
MAILBOX
RESET
RETUTRN
TO
MAlLBOX
PREVIOUS PASSWORD
MENU
ADMINISTER
SCAN
ROUTING
MAP
CHANGE
ROUTING
MAP
RECORD
TOPLEVEL
MENU
RESET
MAlLBOX
COPY
ROUTING
MAP
RERECORD
DIRECTORY
NAME
INITIALIZE
ROUTING
MAP
CHANGE
RINGS
BEFORE
ANSWER
(lNCOMING
CALLS)
BUSINESS
SCHEDULE
LIST
ALL
SUBSCRIBERS
AND
TIME
CHANGE
COMPANY
DIRECTORY
RETURN
TO
PREVIOUS
MENU
RETURN
PREVIOUS
MENU
CHANGE
ADMIN.
PASSWORD
CHANGE
CODE
RINGS
BEFORE
ANSWER
(TRANSFERRED
CALLS)
CHANGE
BLOCK
OFFSITE
MESSAGE CONFIG.
ALERT
CHANGE
RESET
CHANGE DISCONNECT SETUP
CONTROL
PARAMETERS TOUCH
STATUS & UNIT TYPE TRANSFER
& CONTROL
GATE
TYPE
UNIT
UNIT
SOFTWARE
TYPE
:
ADMIN.
MAILBOX
NUMBER
ATTENDANTS
INTERCOM
NUMBER
GENERAL
DELIVERY
MAILBOX
NUMBER
RESET
SYSTEM
Figure 5A:
CLASSIC MAIL System Administration Menu
SET UP
GROUP
CALL
DIST.
MAILBOXES
RETURN
PREVIOUS
MENU
Chapter 5: Customizing CLASSIC MAIL to Fit Your Business
You customize the CLASSIC MAIL system by providing it with information that is
unique to your business; for example, the names of all your employees, or your
normal business hours. The CLASSIC MAIL system uses this information in deciding
how to answer and route calls properly.
Customizing the CLASSIC MAIL system requires that you do a little advanced
planning, then dial into the CLASSIC MAIL system. The CLASSIC MAIL system’s
built-in set of instructions leads you through the customizing process over the
telephone.
There are two aspects to customizing the CLASSIC MAIL system:
●
Mailbox owners are responsible for customizing their own mailboxes.
This includes creating mailbox passwords, recording, then spelling their
names for the company directory, and recording personal greetings.
CLASSIC MAIL system mailboxes will not take messages until they have
been customized. Instructions for customizing mailboxes are contained
in the CLASSIC MAIL System Mailbox User Guide.
●
The CLASSIC MAIL system’s administrator customizes CLASSIC MAIL
system’s automated answering services and several other CLASSIC MAIL
system attributes. This chapter, and those that follow, explain this
process in detail.
Chapter 5: Customizing CLASSIC MAIL to Fit Your Business
49
The CLASSIC MAIL System Administrator
Customizing the CLASSIC MAIL system requires that someone familiar with your
business telephone operations plan how the CLASSIC MAIL system should operate.
The person who does this is referred to as the CLASSIC MAIL System Administrator.
Learning to be the administrator is not difficult, but does require a basic understanding of what the CLASSIC MAIL system can do.
CLASSIC MAIL System’s Voice Messaging Services
The CLASSIC MAIL system’s voice messaging services provide “voice mailboxes” to
employees of your business. Each employee is assigned a private mailbox. Anyone
wanting to leave a message for an employee records the message in that employee’s
mailbox.
All mailboxes have a common set of attributes:
●
A unique number, used to identify the mailbox
●
A password, used by the mailbox owner to open the mailbox
●
A unique greeting, used to identify the owner of a mailbox to a caller
The CLASSIC MAIL system has three kinds of mailboxes: regular, guest and special
purpose.
System Reference Guide
Part 2: CLASSIC MAIL System Administration
Regular Mailboxes
The CLASSIC MAIL system automatically assigns a regular mailbox to each intercom
number in your Merlin phone system. The mailbox number of a regular mailbox is
the same as its associated intercom number. For example, if your intercom number
is 12, your mailbox number will also be 12. Each type Merlin Control Unit has its
own intercom numbering scheme. Table 5B illustrates these schemes:
Merlin Control Unit
Intercom / Regular Mailbox Numbers
206
1-5*
410
10-19
820
10-29
Plus
10-29
1030/3070
10-79
Table 5B:
Merlin intercom
numbering scheme
Regular mailbox numbers depend upon the type of Merlin Control Unit you have.
The Installation Data Form in Appendix A should contain a record of the type of
Merlin system you have.
* The CLASSIC MAIL system will not assign a mailbox to intercom “0” on Merlin 206
Control Units.
Chapter 5: Customizing CLASSIC MAIL to Fit Your Business
51
Guest Mailboxes
The CLASSIC MAIL system contains up to 100 guest mailboxes. These mailboxes are
not associated with any particular intercom number. Employees who require guest
mailboxes typically are:
●
Someone who shares an intercom number with others, such as
a sales clerk
●
Someone who has no intercom number, such as an out-of-state sales
representative, a delivery driver, or a construction worker
Guest mailbox numbers are always three digits (from 900 to 999) and are assigned
by the CLASSIC MAIL System Administrator. Guest mailboxes have the same
capabilities as regular mailboxes except:
●
●
They cannot call an intercom number to perform message notification.
They cannot light message waiting lights.
Special-Purpose Mailboxes
The CLASSIC MAIL system contains several types of special-purpose mailboxes.
They are:
●
System Reference Guide
.
The General Delivery Mailbox: Used by callers who want to leave a
message for your business, but are not sure which mailbox to leave it in.
Part 2: CLASSIC MAIL System Administration
●
Record message mailboxes: Used when customizing the answering
services described in Chapter 8.
●
The Administrator’s Mailbox: Used by the administrator to customize
the CLASSIC MAIL system.
Chapters 6 and 8 explain these types of mailboxes in greater detail.
Using Mailboxes
To hear stored messages, or to use mailbox features, you must first open a mailbox.
To open a mailbox:
1.
From your Merlin phone, press an Voice Mail labeled outside line button and enter
the CLASSIC MAIL system access code.
OR call your business on an outside line and ask the receptionist
to transfer you to the CLASSIC MAIL system. When you hear the the CLASSIC MAIL
press
system greeting
2.
Enter your mailbox number and password.
3.
OR the CLASSIC MAIL system calls you at an outside number and announces that
you have a message (Off-site message alert).
4.
Enter your password to open the mailbox.
Chapter 5: Customizing CLASSIC MAIL to FIT Your Business
53
When your mailbox is opened, the CLASSIC MAIL system informs you of the
mailbox contents, then plays a series of instructions explaining available options.
For example, the CLASSIC MAIL system plays, “YOU have three new messages,"; then
plays “To listen to your messages, press one. ”
See the CLASSIC MAIL System Mailbox User Guide for more information about how
to use your mailbox.
Basic Answering Services
The CLASSIC MAIL system’s automated answering service allows callers to contact
anyone in your business without the assistance of an attendant or operator. When
a call is automatically answered by the CLASSIC MAIL system, the caller immediately
hears a customized company greeting that you have recorded. Anytime during this
greeting, the caller can instruct the CLASSIC MAIL system to:
●
Transfer the call to an individual or that person’s mailbox
●
Transfer the call to your attendant or the attendant’s mailbox
●
Consult a company directory of names and mailbox numbers
●
Open his or her own mailbox
This set of answering service features is referred to as the basic CLASSIC MAIL system
answering service. To an incoming caller, this service looks like the illustration
pictured in Figure 5C. This type of illustration is referred to as a call routing map. In
Chapter 8, “Creating Advanced Answering Services”, you will use call routing maps
when customizing advanced answering services.
System Reference Guide
Part 2: CLASSIC MAIL System Administration
Company
Greeting
Top Level Menu
of Instructions
Figure 5C:
Routing Map
Dial an
Intercom
Number
Press
Press
Press
Transfer to Individual’s
Intercom Number
Transfer to
Company Directory
Transfer to
Attendant
Open Mailbox
Company Directory
An important part of CLASSIC MAIL system’s basic answering service is the company
directory. This directory lists the names and intercom numbers of the CLASSIC MAIL
system mailbox owners. The CLASSIC MAIL system uses this directory the same way
a human attendant would use a telephone directory. The CLASSIC MAIL system asks
incoming callers to identify (name) the party they wish to reach, then uses the
Company Directory to determine their intercom number.
To use the company directory, callers are instructed to dial the first few letters of the
destination party’s last name. The CLASSIC MAIL system searches the company
directory for an approximate match. If the first name found does not match the
name the caller is seeking (for example, there could be two entries for Smith – Fred
and Leslie), the caller can ask to hear the next selection.
Chapter 5: Customizing CLASSIC MAIL to Fit Your Business
55
In order for the company directory to be fully operational, it is important that all
regular and guest mailbox owners spell their names into the directory as part of their
initial mailbox set-up. See the CLASSIC MAIL System Mailbox User Guide for instructions.
Initial Tasks
Once you are familiar with some of the CLASSIC MAIL system’s capabilities, you can
start planning. The tasks listed in this chapter are generally done only once, when
you first set up the CLASSIC MAIL system.
Preparing Your Customers for the CLASSIC MAIL system
It’s a good idea to let your customers know that you’re installing a CLASSIC MAIL
system. You should plan to notify them about a week in advance. A sample letter
follows.
Dear
We‘re happy to announce that beginning (start date) our new
voice messaging system will make it easier for you to contact us.
Whenever you call, if our receptionist is unavailable, our messaging system will
answer and instruct you how to reach us.
We look forward to serving you better with this new system. If you have any
questions, please call me at <your company phone number>.
Sincerely,
(Your name here)
System Reference Guide
Part 2: CLASSIC MAIL System Administration
Preparing Your Employees for the CLASSIC MAIL System
It is important that all of your employees know the basics of the CLASSIC MAIL
system’s operation before they begin to use their mailboxes. Plan on doing the tasks
below as part of their training:
●
As the CLASSIC MAIL System Administrator, make sure that you
understand how the CLASSIC MAIL system works. At a minimum, read
the CLASSIC MAIL System Mailbox User Guide and Chapters 1, 5, 6, 7, and
8 of this guide
●
Prior to installation, let all employees know that the CLASSIC MAIL
system is being installed.
●
Prior to installation, distribute the CLASSIC MAIL System Mailbox User
Guides to all planned mailbox owners. Insist that they read it.
●
Prior to installation, train your attendant in how to transfer callers to
the CLASSIC MAIL system.
●
Immediately after the CLASSIC MAIL system has been installed and
customized, conduct a demonstration for your employees. At a minimum, demonstrate how to customize mailboxes and how to retrieve
messages.
Often, your CLASSIC MAIL system dealer can assist you with some or all of these
operations.
Chapter 5: Customizing CLASSIC MAIL to Fit Your Business
57
System Reference Guide
Part 2: CLASSIC MAIL System Administration
Chapter 6: Customizing the Basic Operations
The CLASSIC MAIL system is designed to operate with very little customization
required. It is recommended however, that you complete at least three tasks now:
●
Record a company greeting
●
Assign and unlock mailboxes
●
Create a CLASSIC MAIL System Administrator’s mailbox and password that
is distinct from the attendant’s mailbox
To accomplish these tasks, follow the on-line customization instructions contained
in the CLASSIC MAIL System Administrator’s mailbox.
The Administrator’s Mailbox
When the CLASSIC MAIL system is installed, the first mailbox initialized is the
mailbox assigned to the attendants intercom number. This mailbox is referred to as
the Attendant’s Mailbox. Because this was the first mailbox initialized, the Attendant’s
Mailbox is assigned some additional unique attributes: it becomes both the General
Delivery mailbox (described later) and the Administrator’s Mailbox.
Chapter 6: Customizing Basic Operations
59
The Administrator’s Mailbox contains the special instructions that lead you through
the customization process. When you open the Administrator’s Mailbox it operates
like any other mailbox except that its menu of mailbox options contains the option,
“To perform system set-up, press nine. “ After you press 9, you must enter a second and
special password, referred to as the administration password. This is a password
distinct from the Administrator’s Mailbox password. Initially this password is 0000.
After entering the administration password you hear a menu of options describing
the customization tasks available. These include:
●
Recording company greetings
●
Setting up call routing (advanced answering services)
●
Changing system operation
●
Mailbox administration
●
Changing system parameters
●
Changing key system integration parameters
●
Locking and unlocking mailboxes
The mailbox number and password of the Administrator’s Mailbox should be
recorded on the Installation Data Form in Appendix A. Use this mailbox number and
password to open the Administrator’s Mailbox now.
System Reference Guide
Part 2: CLASSIC MAIL System Administration
To open the Administrator’s Mailbox:
1. Call the CLASSIC MAIL system by pressing an Voice Mail labeled outside line
button and enter the CLASSIC MAIL system access code.
2. Enter the administrator’s mailbox number and password. Your recorded this
information previously on the Appendix A, Installation Data Form.
A status message, "You have no new messages." plays.
(Assuming this mailbox is empty.)
3. For system setup
Press
4. Enter the administration password (initially 0000).
(This is a different password than the Administrator’s Mailbox
password entered in step 2.)
A series of instructions beginning with, "To record
company greetings, press one... " plays.
Note: This procedure is later referred to as "Entering Administration Mode. " Use this procedure each
time you want to gain access to the CLASSIC MAIL system’s customization instructions.
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61
Recording Company Greetings
Until you record custom greetings for your answering service, callers hear the
CLASSIC MAIL system default company greeting, “Thank you for calling. ”
You can record two customized greetings: one for business hours (day), and one for
off hours (night). Here are some examples:
(Day) - "Thank you for calling Marring, Forester, and Williams. We are unable to answer the phone right now, but our voice messaging system will record your message."
(Night) - "Marring, Forester, and Williams is closed for the day. Please stay
on the line to use our voice messaging system."
If you want to record a day greeting only, follow the procedure below.
If you want to record both a day and a night greeting, follow the procedure for
recording the day greeting. Then repeat the procedure for the night greeting. See the
Chapter 8 section, “Scheduling the CLASSIC MAIL System,” to schedule when each
greeting will play. If you do not establish a schedule, only the day greeting will play.
Note: If you are installing your CLASSIC MAIL system with the "TouchTone Gate" feature enabled, see
the Chapter 9 section, "Enabling the Touch Tone Gate" for instructions regarding the special information
that needs to be included as part of your recorded company greetings.
System Reference Guide
Part 2: CLASSIC MAIL System Administration
To record a company greeting:
1. Enter administration mode.
2. To record company greetings
press
3. To record a day greeting
press
OR to record a night greeting
press
The current greeting plays.
4. Record the greeting at the tone
press
5. To replay your recording
press
6. To erase and re-record the greeting
press
7. To save the greeting
press
Note: These greetings will be heard anytime an incoming call is answered by the CLASSIC MAll system.
It is likely that the caller’s impression of your business will be influenced by the quality of these
greetings. Script them carefully and use someone with a pleasant voice to record them.
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63
Assigning, Unlocking and Locking Mailboxes
Assign regular and guest mailboxes using the form in Appendix B. You must unlock
each mailbox you assign before it can be used. You can unlock/lock mailboxes
individually, or, unlock/lock a range of multiple mailboxes.
To unlock/lock mailbox:
1. Enter administiration mode.
2. To unlock or lock mailboxes
press
3. To unlock/lock an individual mailbox
press
OR to unlock a range of multiple mailboxes
press
OR to lock a range of multiple mailboxes
press
4. Enter the mailbox number, or the range of mailboxes you want to change.
Repeat as needed for additional mailboxes.
5. To return to the previous menu
System Reference Guide
press
Part 2: CLASSIC MAIL System Administration
Changing the Administrator’s Mailbox Number
If your attendant is not going to be your CLASSIC MAIL System Administrator, you
should change the Administrator’s Mailbox number. Initially, both of these mailboxes share the same number.
To change the Administrator’s Mailbox number:
1. Enter administration mode.
2. To change system parameters
press
3. To change the Administrator’s Mailbox number
press
Hear the current Administrator’s Mailbox number.
4. Enter the new Administrator’s Mailbox number.
A confirmation message plays.
5. Change the administration password.
Chapter 6: Customizing Basic Operations
65
Changing the Administration Password
Initially the administration password is 0000. You can change it to any four- to eightdigit number you like. It is recommended that you choose a random eight-digit
password for security purposes. Update the Installation Data Form in Appendix A
with this new password.
To change the administration password:
1.
Enter administration mode.
2.
To change system parameters
press
3.
To change the administration password
press
4.
Enter a new password of four to eight digits
press
The password plays back.
5.
6.
To accept
press
OR to re-enter
press
Update the Installation Data Form in Appendix A to reflect this password
change.
System Reference Guide
Part 2: CLASSIC MAIL System Administration
Chapter 7: Administering Mailboxes
This chapter describes mailbox administration capabilities that you will need as your
business environment changes. These include:
●
Resetting passwords
●
Recording new mailbox names
●
Resetting mailboxes
●
Listing mailboxes
Resetting a Password
If a mailbox user forgets their password, you can reset it to 0000. They can then reopen their mailbox and enter a new password.
To reset a password:
1. Enter administration mode.
2. For mailbox administration
press
3. To change a mailbox
press
Chapter 7: Administering Mailboxes
67
4. Enter the mailbox number.
5.
OR to find it in the company directory
press
To reset the password to 0000
press
Resetting a Mailbox
If you want to reassign a mailbox to a new employee, you can reset it. Any messages
that remain in the mailbox will be deleted if you reset it. If the mailbox you want to
reset is part of an automated answering service, the CLASSIC MAIL system won’t
allow you to eliminate it until you modify the automated answering service. See
Chapter 8, “Creating Advanced Answering Services.”
To reset a mailbox:
1. Enter administration mode.
2. For mailbox administration
press
3. To change a mailbox
press
4. Enter the mailbox number.
OR to find it in the company directory
System Reference Guide
press
Part 2: CLASSIC MAIL System Administration
5. To reset the mailbox
press
A message about how many messages
have been stored plays.
6. To reset the mailbox
press
Listing All Mailboxes
The CLASSIC MAIL system will play a list of all mailbox owners. The list is divided
into two parts: mailboxes included in the company directory, and those that are not.
To hear a list of all mailboxes:
1.
Enter administration mode.
2.
For mailbox administration
press
3.
To list mailboxes
press
The names not included in the company
directory, followed by those that are included play.
Chapter 7: Administering Mailboxes
69
Recording a New Company Directory Name
You have the option as administrator to record mailbox names so that the company
directory is “spoken” by a consistent voice. This recording will also be used as the
default mailbox greeting.
To record a new directory name for a mailbox:
1.
Enter administration mode.
2.
For mailbox administration
press
3.
To change a mailbox
press
4.
Enter the mailbox number.
OR to find it in the company directory
press
5.
To record the mailbox name
press
6.
Record the new name
press
A confirmation message plays.
7.
System Reference Guide
To accept the recording
press
Part 2: CLASSIC MAIL System Administration
Adding or Removing a Name in the Company Directory
To add or remove a name in the company directory:
1. Enter administration mode.
2. For mailbox administration
press
3. To change a mailbox
press
4. Enter the mailbox number.
OR to find it in the company directory
5. To include or remove a name from the directory
press
press
A confirmation message plays.
Note: This process does not delete the actual mailbox. To reset a mailbox, see Chapter 7: "Resetting a
Mailbox".
Chapter 7: Administering Mailboxes
71
Creating the General Delivery Mailbox
If you wish to keep messages to the attendant separate from general delivery
messages, you should create a distinct general delivery mailbox.
To create a general delivery mailbox:
1. Enter administration mode.
2. To change system parameters
press
3. To change the general delivery mailbox number
press
A message giving you the current general delivery
mailbox number, or informing you that it’s not currently
assigned plays.
4. Enter a mailbox number to designate as the
general delivery mailbox.
press
OR if you want none
A confirmation message plays.
Note: Pressing # in step 4 disables the general delivery mailbox.
System Reference Guide
Part 2: CLASSIC MAIL System Administration
Changing the Attendant’s Intercom Number
The CLASSIC MAIL system always gives incoming callers the option of calling an
attendant. For example, incoming callers always hear the instruction, “Please enter
the extension number you wish to call, or press pound to use the company directory. To reach
an attendant, press zero or just stay on the line. “ If a caller presses zero, the CLASSIC
MAIL system will transfer the caller to the attendant’s intercom number. This
number was set during installation and is recorded on the Installation Data Form in
Appendix A.
To change the attendant’s intercom number:
1. Enter administration mode.
2. To change system parameters
press
3. To change the attendant’s intercom number
press
A message of the current number
attendant’s intercom number plays.
4. Enter a new intercom number for the attendant
OR if you want none
press
A confirmation message plays.
Chapter 7: Administering Mailboxes
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System Reference Guide
Part 2: CLASSIC MAIL System Administration
Chapter 8: Creating Advanced Answering Services
Chapter 5 described a basic answering service. You can schedule the basic service to
greet callers differently during your normal business hours than it does after hours.
The way the CLASSIC MAIL system operates during normal business hours is referred
to as day mode. After-hours operation is referred to as night mode.
Scheduling the CLASSIC MAIL System
You determine what operating mode the CLASSIC MAIL system is in by setting up
a daily business schedule. You schedule business hours for every day of the week,
down to the minute. The CLASSIC MAIL system will normally operate according to
this schedule. The business hour schedule determines:
●
Which company greeting callers hear
●
Which call routing map is used (explained later in this chapter)
●
How many times an incoming call rings before the CLASSIC MAIL System
answers
For holidays or emergencies, you can “force” the system into an unscheduled mode.
For example, if your regular Monday hours are from 8:30 to 5:00, but the Fourth of
July is falling on a Monday, you can force the CLASSIC MAIL system into off-hours
operation for Monday, July 4. Then on Tuesday morning, you can “release” the
system back to its normal schedule.
Chapter 8.- Creating Advanced Answering Services
75
Setting the Business Hours Schedule
The CLASSIC MAIL system’s default business hours assume your business is open 24
hours, 7 days a week. To change this schedule, specify a day, then specify the hours
of normal operation for that day. You can copy the schedule of any day and use it
to define schedules for any other days. Before establishing a new schedule, you can
check what the current schedule is.
Use the Business Hour Schedule in Appendix C to define the daily schedule you
want, then enter this schedule using the procedure below. When entering the
schedule information, use the following conventions:
●
Days of the week are numbered 1 through 7, beginning with Monday.
●
Time is specified as two digits for hours and two digits for minutes. The
CLASSIC MAIL system operates using a twelve hour clock, with AM/PM
designators.
To set the business hours schedule:
1. Enter administration mode
System Reference Guide
2. To change system parameters
press
3. To set the schedule
press
4. (Optional) To hear what the current schedule is
press
Part 2: CLASSIC MAIL System Administration
5. To indicate the day of the week you’re setting a
schedule for, enter a number from 1 to 7.
6. Enter four digits to specify the time your
business opens for the day you just specified.
To specify a.m.
press
OR, to specify p.m.
press
OR, if you have a schedule for one day that you want to copy
press the number of a day you want to copy.
If the company will be closed on the day indicated press
7. Enter four digits to specify the time your business closes.
To specify a.m.
press
OR, to specify p.m.
press
8. Repeat steps 3 through 7 until all days are specified.
Chapter 8: Creating Advanced Answering Services
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Forcing and Releasing Hours of Operation
You can permenantly override the scheduled operating mode by forcing or releasing
the CLASSIC MAIL system from the current mode.
To force or release the CLASSIC MAIL system from off-hours operation:
1. Enter administration mode.
press
2. To change system operation
3. To put the CLASSIC MAIL system into business hours operation
press
press
OR for off-hours operation
4. To release the system from current operation and return
it to the normal business schedule
press
Advanced Answering Services
You can customize an advanced answering service to operate in dozens of different
ways. As an example, a small realty office wants their answering service to assist their
sales representatives. They have customized their answering service to greet callers
by saying:
System Reference Guide
Part 2: CLASSIC MAIL System Administration
“Thank you for calling Benardo’s Realty. Please dial the intercom number of the person you
want to reach, or press pound to use our company directory. If you would like to be connected
to our attendant, please dial zero. If you would like us to mail you a copy of our current
listings, please press two. If you would like to hear about these listings, press three. To talk
to one of our Sales Representatives, please press four”.
Company
Greeting
NEW Top Level
Menu of Instructions
Dial an
Intercom
Press
Figure 8A:
Call Routing Map
Press
Press
Press
Press
Press
Transfer to
Attendant
Open Mailbox
Record Message
Directly
into Mailbox
Play
Pre-recorded
Message
Transfer to
Department
Intercom Number
Number
Transfer to
Transfer to Individual’s
Intercom Number Company Directory
To an incoming caller, this service looks like Figure 8A. Note that in this example,
the top level menu has been expanded to include three new options:
●
Pressing 2 routes the caller directly to a mailbox used to record their mailing
address. The mailbox greeting of this mailbox can be recorded to say, “At
the tone, please record your name, address, and ZIP code. A copy of our current
listings will be mailed to you within two days. ”
●
Pressing 3 routes the caller to a pre-recorded message describing the current
listings.
●
Pressing 4 routes the caller to the intercom number of the Sales department.
This example illustrates your ability to add choices to the top-level menu of the
CLASSIC MAIL system’s basic answering service. The CLASSIC MAIL system allows
Chapter 8: Creating Advanced Answering Services
79
you to add up to nine new choices to the basic top-level menu. The choices you add
can include:
●
Record message mailboxes, used to record information supplied by the
caller. In the above example, the caller reaches a record message mailbox by
pressing 2.
●
Announcements used to give information to callers. In the above example,
the caller reaches an announcement by pressing 3.
●
Transfer points, used to route the caller to a desired intercom number.
In the above example, the caller reaches a transfer point by pressing 4.
Implementing an advanced answering service involves defining these additional
choices, then entering into the CLASSIC MAIL system the information describing
these choices.
Defining Advanced Answering Services
To define your advanced answering service, use the Appendix D worksheets. These
worksheets are used to define both the day and night (optional)call routing maps.
Start with the call routing map for normal business hour (day) operation.
To define a call routing map:
1.
Decide upon the number and type of new choices that you want to
add to the top-level menu.
System Reference Guide
Part 2: CLASSIC MAIL System Administration
2. Use the Appendix D worksheet to record these definitions.
Appendix D requires you to assign a number to each choice that you add to the toplevel menu. This is the same number that the caller will press to choose the option.
It must be a single-digit number between 1 and 9.
Note: If your control unit is a Merlin model 206, you are limited to menu choice numbers 1-8. Number 9
is not a valid choice.
An example of an completed call routing worksheet defining the call routing map
for Bernardo’s Realty appears in Appendix D: Sample. In this example, if the caller
dials 2, they reach the record message guest mailbox 910. If they dial 3, they hear a
recorded announcement. If they dial 4, they will be transferred to the Sales
department at intercom 17.
Entering Advanced Answering Service Information
If you have defined a call routing map (from Appendix D) you are ready to begin
entering the call routing map information. Entering this information includes:
●
Recording company greetings
●
Entering the call routing map information
●
Recording the top-level menu instructions
Chapter 8: Creating Advanced Answering Services
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Note: Record the new top-level menu instructions as the last step in entering call routing map
information. As soon as these instructions are recorded, the call routing map is activated.
Recording Company Greetings
To record a company greeting:
1. Enter administration mode.
2. To record company greetings
press
3. To record a day greeting
press
press
OR to record a night greeting
Hear the current greeting.
4. Record the greeting at the tone, then
press
5. To replay your recording
press
6. To erase and re-record the greeting
press
See Chapter 6, “Customizing Basic Operations”, for additional information about
recording company greetings.
System Reference Guide
Part 2: CLASSIC MAIL System Administration
Entering the Call Routing Map Information
Enter call routing information directly from the Appendix D worksheet(s).
To enter call routing information:
1.
Enter administration mode.
2. For call routing administration
press
Hear a message about changing day or night
call routing maps.
3. Select the map you want to change.
4. To scan and change the call routing map
press
Menu choices and a description of the current
call routing map plays.
5. Enter the new number (from your worksheet) for the choice you
want to add. Start with the first choice recorded on your
worksheet table.
6. To create the new route
Chapter 8: Creating Advanced Answering Services
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83
7. Enter the type of choice for this route.
8. To add an announcement
press
OR, to add a transfer
press
OR, to add a record mailbox
press
If you press 1, you will be asked to record an announcement.
If you press 2, you will be asked to specify an intercom number.
If you press 3, you will be asked to specify a mailbox number.*
*Note: Any mailbox you specify needs to be unlocked and initialized.
Enter this information directly from the worksheet table.
Hear the confirmation that the call route is now set up.
9.
Repeat steps 3 through 7 until all worksheet table
information has been entered.
System Reference Guide
10. To exit call routing administration
press
11. To save the call routing map
press
Part 2: CLASSIC MAIL System Administration
Repeat steps 1 through 8 for the night call routing map
(optional), or, to copy the day map for night use, see the
following section, “Copying a Call Routing Map.”
Recording the New Top-Level Menu
The CLASSIC MAIL system plays the top-level menu instructions following the
company greeting and explains the new choices callers can make to use your
automated answering service. Recording these instructions activates the call routing
map.
To record the top-level menu:
1.
Enter administration mode.
2.
For call routing administration
press
3.
To record the new top-level menu
press
4.
Record new top-level menu instructions from the
worksheet in Appendix D.
5.
To accept the recording
press
Hear a confirming message.
Chapter 8: Creating Advanced Answering Services
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Note: If your control unit is a Merlin system 206, your intercom numbers are single digit numbers (0-5).
To avoid a numbering conflict with the new top level menu choices, you must instruct callers to press 9 if
they want to transfer directly to an intercom, or use the Company Directory. After pressing 9, the
CLASSIC MAIL system will instruct the caller to enter the desired intercom number.
Testing the Current Map
Use the CLASSIC MAIL system to help verify that your service is actually working the
way you defined it. To test a map, follow the procedure below, then place an
incoming call to the CLASSIC MAIL system and test all menu choices for proper
operation.
To test the current map:
1. Enter administration mode.
2. For call routing administration
press
3. To scan the current call routing map
press
A description of the current map plays.
System Reference Guide
Part 2: CLASSIC MAIL System Administration
Copying a Call Routing Map
Sometimes the differences in the way you want automated answering to function
during the day and at night are minimal. You may want to record a new message such
as "The sales department is closed for the day. Please call after 8:00 tomorrow" in place
of "To transfer to the sales department, press three." Such a change would involve
redefining a call route so that callers would hear an announcement, and not be
transferred to an intercom in the sales department. An easy way to implement
similar call routing maps is to use a copy option. Then you can change a particular
route as desired.
To copy a call routing map:
1. Enter administration mode.
2. For call routing administration
press
3. To copy the daytime map to the nighttime map
press
A confirmation message plays.
4. To copy
OR to cancel
Chapter 8: Creating Advanced Answering Services
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press
87
Altering a Route
The steps for changing a particular route are identical to the steps you use when
creating a new route See Chapter 8, “Creating a New Call Routing Map”.
Erasing a Call Routing Map
To erase a call routing map, you initialize it.
To erase a call routing map:
1. Enter administration mode.
System Reference Guide
2. For call routing administration
press
3. To initialize a call routing map
press
4. To erase the map
press
OR to cancel
press
Part 2: CLASSIC MAIL System Administration
Assigning Group Call Distribution Mailboxes (1030/3070 Only)
If your Control Unit type is a Merlin 1030 or 3070, with Feature Module 5, you can use
the CLASSIC MAIL system’s call routing capability to route callers to Merlin’s Group
Call Distribution Intercom Numbers (850-854). In addition, you can assign any
regular or guest mailbox to each of these intercom numbers. If you assign a regular
mailbox to any of these Group Call Distribution Intercoms, you can use the message
waiting lamp on the corresponding Merlin telephone to notify you of new messages.
To assign Group Call Distribution mailboxes:
1. Enter administration mode.
2. To change system parameters
press
3. To setup Group Call Distribution mailboxes
press
4. Enter a Group Call Distribution intercom number (850-854)
5. Enter the mailbox number you want to assign to the intercom number.
Chapter 8: Creating Advanced Answering Services
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Setting the Number of Rings
You can set the number of times a call will ring before the CLASSIC MAIL system will
answer it. This setting can be different for normal business hours (day) and off hours
(night). You can also set a particular line always be answered after a set number of
rings.
Setting the Number of Rings Before an Outside Call Is Answered
Initially, the CLASSIC MAIL system is set to the business hour (day) mode. Day mode
is set to allow a call to ring four times before the call is answered by the answering
service answers.
To change the number of rings:
1.
Enter administration mode.
2. To change system parameter
press
3. To set the number of rings
press
4. To set the day rings
press
press
OR to set the night rings
A message regarding the current setting followed
by instructions for changing the setting plays.
System Reference Guide
Part 2: CLASSIC MAIL System Administration
5. Enter a number between 1 and 99.
A confirmation message plays.
Setting the Number of Rings for a Specified Line
You may want to set a particular line to be answered always after a set number of rings.
To change the number of rings for a line:
1. Enter administration mode.
2. To change system parameter
press
3. To set the number of rings before answer
press
4. To set the number of rings for a specified line
press
5. Enter the line number you want to change.
6. Enter the number of rings before answer (1-99).
A confirmation message plays.
7. Repeat as required for additional lines.
Note: Setting the number of rings for a particular line to a large number effectively causes the CLASSIC
MAIL system to not to answer incoming calls on that line.
Chapter 8: Creating Advanced Answering Services
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System Reference Guide
Part 2: CLASSIC MAIL System Administration
Chapter 9: Other Administration Items
Occasionally you may need to change some of the customization parameters set during
the installation process. This chapter describes how to make these changes.
Changing the System Date and Time
The installer initially sets the system date and time. If there is an extended power
failure, or when daylight savings time changes, you can change the clock that the
CLASSIC MAIL system uses to determine day or night operation. When entering date
and time information, use five or six digits that represent the month, day, and the
year; for example, June 30, 1992 would be entered as 63092. Use three or four digits
for the hour and minutes; for example, 829 for 8:29, 1115 for 11:15. Finally, you
designate a.m. or p.m.
To change the system date and time:
1. Enter administration mode.
2. To change system parameters
press
3. To change the system date and time
press
Hear the current date.
Chapter 9: Other Administration Items
93
4. Enter six digits to specify the month, day, and year.
OR to leave the date as is
press
Hear the current time.
5. Enter four digits to specify the current time.
OR to leave as is
press
To specify a.m.
press
OR to specify p.m.
press
A confirmation message replays the date and time.
Changing the CLASSIC MAIL System Access Code
If the CLASSIC MAIL system is installed behind a PBX, or has Centrex lines, you may
want to change the standard CLASSIC MAIL system access code (*). You can change
the CLASSIC MAIL system access code to a single digit code of your choice.
To change the access code:
1. Enter administration mode.
2. To change Control Unit integration parameters
System Reference Guide
press
Part 2: CLASSIC MAIL System Administration
3. To change the access code
press
Hear the current code.
4. Enter the new access code, then
press
A confirmation message plays.
5. Record this change on the Installation Data Form in Appendix A.
Blocking Lines for Off-Site Message Alert
If you have any special-purpose telephone lines, such as WATS lines, Foreign
Exchange lines, or 800 numbers, you should block these lines so that the off-site
message alert feature will not use them to place outgoing calls.
To block a line for use:
1.
Enter administration mode.
2.
To change Control Unit integration parameters
press
3.
To block lines for off-site message alert
press
4.
Enter the line number to be blocked
press
5.
Repeat as required for additional lines.
Chapter 9: Other Administration Items
95
Changing the line Configuration
When your CLASSIC MAIL system is turned on for the first time, it goes through a
process of self-initialization. This includes identifying all incoming lines connected
to your Control Unit, and the type of Control Unit you have. This information is
saved in the CLASSIC MAIL system’s memory. The CLASSIC MAIL system will
answer incoming calls only on lines that it has identified during self-initialization.
Certain types of lines may not be properly identified during this self-initialization
process if they:
●
Are in use during self–initialization
●
Do not generate “dial tone” when off hook
Lines such as WATS lines, incoming 800 numbers, or ringdown lines may not
generate dial tone, and may not initialize automatically. You can determine if a line
has been properly initialized. If it has not, you can initialize it by following the
procedure below. During this procedure, if the CLASSIC MAIL system tells you that
a line is “in service,” it means that it has been previously initialized and the CLASSIC
MAIL system will answer incoming calls on that line. If the line is “out of service,”
the CLASSIC MAIL system will make the line appear busy to the central office. If you
want calls to be answered on this line, change its configuration using the procedure
below. Note that anytime you change a line’s configuration, the CLASSIC MAIL
system will store this change in its memory. During all subsequent power on cycles,
the CLASSIC MAIL system will bypass the line initialization process and use the
information in its memory to decide if a line should be in service.
System Reference Guide
Part 2: CLASSIC MAIL System Administration
To hear the status of a line’s configuration, or to change a line configuration:
1. Enter administration mode.
2. To change Control Unit integration parameters
press
3. To hear/change line configuration
press
4. Enter the line number and follow the instructions.
5. Repeat as required for additional lines.
If you make any changes to a line’s configuration, you must turn the CLASSIC MAIL
system off, then on, before the change becomes effective.
Resetting Line Configuration and Control Unit Type
To erase information about the line configuration and Control Unit type stored in
the CLASSIC MAIL system’s memory, follow the procedure below. This causes the
CLASSIC MAIL system to repeat the self-initialization process described in the
section “Changing the Line Configuration. ” Resetting the line configuration will
not affect any mailbox or call routing administration attributes. Resetting the line
configuration can take up to five minutes. During this time, the CLASSIC MAIL
system will not answer incoming calls.
Chapter 9: Other Administration Items
97
To reset the line configuration and Control Unit type:
1.
Enter administration mode
2.
To change Control Unit integration parameters
press
3.
To reset the line configuration and Control Unit type
press
4.
Turn the CLASSIC MAIL system off, then on.
Note: Your Control Unit should be idle while the Reset Line Configuration process is underway. If not,
some lines may not initialize properly. Always check the results of this process by checking each line‘.s
status after you have reset the line configuration. To check line status, see the previous section,
“Changing the Line Configuration.”
Changing the Control Unit Type
If you want to hear a report describing the type of Control Unit that the CLASSIC
MAIL system thinks it is connected to, or if you want to change the Control Unit type
because it does not match your actual Control Unit, follow the procedure below.
(This menu item will not be available if you have installed the CLASSIC MAIL
Control Unit Upgrade Kit.)
To change the Control Unit type:
1.
System Reference Guide
Enter administration mode
Part 2: CLASSIC MAIL System Administration
2. To change Control Unit integration parameters
press
3. To change the Control Unit type
press
4. The report describing the Control Unit type and
software feature package type plays.
5. To change the Control Unit type
press
6. To change the Control Unit software Feature Package type
press
Changing the Call Transfer Type
You can determine the method that CLASSIC MAIL system will use when automatically routing incoming calls to intercom destinations by changing the call transfer
type. Normally the CLASSIC MAIL system will be set to transfer incoming call
directly to an intercom using the Control Unit’s “transfer” feature. When the
CLASSIC MAIL system is set to use its direct transfer feature, transferred calls will ring
the destination intercom until answered. This method works only on Control Units
that support the transfer feature.
The other alternative is to use the “announced transfer” method. Using this method,
the CLASSIC MAIL system will put the caller on “hold” and announce the call over
the destination intercom. You will hear the call announced as, “Please pick up your
call on line... ” You then answer the call using the outside line buttons on your
telephone. Do not use is method unless you have all outside lines appearing on all
telephones, and all outside lines appear on all telephones in the order shown in
Figure l0A.
Chapter 9: Other Administration Items
99
To change the call transfer type:
1. Enter administration mode
2. To change Control Unit integration parameters
press
3. To change the call transfer type
press
4. The message confirming the current transfer type plays.
5. To change the call transfer type
press
Enabling the Touch Tone Gate
The Touch Tone Gate is a programmable feature that will quickly determine whether
a incoming caller is dialing from a rotary telephone. If the Touch Tone Gate is
enabled, callers must dial a Touch Tone digit before the top-level menu will play. If
no digit is dialed, the caller will be transferred to the attendant within three seconds
of the completion of the company greeting. Enable the Touch Tone Gate feature
only if you tend to receive calls from callers using rotary phones.
If you enable the Touch Tone Gate feature, you must include the following
instructions as part of your Company Greeting: "If you are calling from a Touch Tone
phone, please press any digit now. Otherwise, stay on the line and your call will be
transferred to an attendant."
System Reference Guide
Part 2: CLASSIC MAIL System Administration
To enable/disable the Touch Tone Gate:
1. Enter administration mode.
2. To change Control Unit integration parameters
press
3. To enable the Touch Tone Gate feature
press
Adjusting the CLASSIC MAIL System Disconnect Parameters
The CLASSIC MAIL system will automatically hang up during any call whenever it
hears several seconds of “dial tone.” If you have the type of outside lines that do not
supply dial tone after a caller has hung up, the CLASSIC MAIL system may not
properly disconnect at the end of some calls. Symptoms of this problem can include:
occasional calls transferred to the operator that are either silent, or are playing a
telephone company recording similar to, “If you would like to make a call . . ...” Other
symptoms can include messages recorded in the CLASSIC MAIL system General
Delivery mailbox that are either: silent, a telephone company “howler tone,” or are
playing a telephone company recording similar to, “If you would like to make a
call . . ...” You can correct these conditions by turning on the CLASSIC MAIL system
disconnect supervision parameter.
Chapter 9: Other Administration Items
101
To turn on the CLASSIC MAIL system disconnect parameter:
1. Enter administration mode.
2. To change Control Unit integration parameters
press
3. To gain access to the CLASSIC MAIL system
disconnect parameters
press
4. To turn on/off disconnect supervision
press
If the disconnect parameter is turned on, the CLASSIC MAIL system will perform a
disconnect test before transferring any call. Prior to initiating a transfer, the CLASSIC
MAIL system will momentarily go “on hook” for a period of one second, then “off
hook” for a period of five seconds. If no dial tone is detected by the CLASSIC MAIL
system during the five second period, it will transfer the call; if dial tone is detected,
the CLASSIC MAIL system will hang up. These on and off hook timing parameters
are adjustable to match the characteristics of various types of telephone company
lines. Consult your CLASSIC MAIL system dealer prior to making any adjustments
to these timing parameters.
Resetting the System
Resetting the CLASSIC MAIL system will erase most of the customization informaion you have entered. After the CLASSIC MAIL system is reset, all mailboxes are
deleted and all system parameters except line configuration parameters return to
their original default values. Resetting the CLASSIC MAIL system can take up to five
minutes.
System Reference Guide
Part 2: CLASSIC MAIL System Administration
To reset the CLASSIC MAIL system
1. Enter administration mode.
2. To change system parameters
press
3. To reset the system
press
4. To delete all mailboxes and return the CLASSIC MAIL system to its default
press
values
OR to cancel
press
After resetting, return to Chapter 3, “Initial Administration Tasks,” to begin the
customization process again.
Chapter 9: Other Administration Items
103
System Reference Guide
Part 2: CLASSIC MAIL System Administration
Chapter 10: Troubleshooting
If the CLASSIC MAIL system is not working properly it is probably due to one of the
following errors:
●
The Merlin voice terminal ports are not properly configured
●
The self–initialization process did not correctly identify all incoming
lines
●
The self–initialization process did not correctly identify the Merlin
Control Unit type or the correct Control Unit Feature Package
The CLASSIC MAIL system is not properly cabled to the Merlin
Control Unit
Testing the Configuration of the Merlin Voice Terminal Ports
The first time the CLASSIC MAIL system is powered on, it begins a process referred
to as self–initialization. Part of this process includes the CLASSIC MAIL system
interacting with the Merlin Control Unit to determine: the type of Merlin Control
Unit, the type of Feature Package software contained in the control unit, and the
number of outside lines connected to the Control Unit. The CLASSIC MAIL system
uses its telephone emulation ports (those connected to the Merlin voice terminal
ports) to conduct this initialization.
Chapter 10: Troubleshooting
105
For the initialization process to work correctly, the line button assignments on the
Merlin voice terminal ports must be set to the proper state. To verify that the line
button assignments are set to the proper state, perform Test 7.
TEST 7
For each telephone emulation cable installed:
1. Unplug the telephone emulation cable that is plugged into the CLASSIC MAIL system's
telephone emulation jack.
2. Plug the end of this cable into a Merlin 34–button telephone.
Figure 10A
Line button assignments for typical
Merlin Control Unit (left), and for
Merlin 1030/3070 Control Unit
(right).
System Reference Guide
Part 2: CLASSIC MAIL System Administration
3. Verify that the numbered line button assignments of this telephone correspond exactly to
those shown in Figure 10A. (If you have installed the CLASSIC MAIL System Control Unit
Upgrade Kit for Merlin 1030/3070 Control Units, use the figure on the right.) Test each line
button, and the Transfer button (if your Control Unit has this feature) for proper operation.
4. If the button assignments do not correspond to those shown, reprogram the voice terminal
to reflect the proper assignments. Consult your Merlin System Reference Manual for
instructions on reprogramming voice terminal button assignments.
5. Remove the Merlin telephone and reconnect the telephone emulation cable to the CLASSIC
MAIL system’s telephone emulation jack.
6. Repeat this procedure for each telephone emulation cable installed.
7. Turn the CLASSIC MAIL system off, then on. See second note below.
Notes: Anytime you change the outside line, or interposed line cabling, you must reset the line configuration.
This means that if you permanently add or remove any outside lines to your control unit, or interposed line
cables connecting the CLASSIC MAIL system to the Merlin Control Unit, you must reset the line configuration.
If you temporarily unplug any telephone emulation cables, you should turn the CLASSIC MAIL system off then
on, to re-initialize the telephone emulation ports.
If you have a Merlin system with Feature Package 1 or 2, or if you have a Merlin Plus system, the CLASSIC
MAIL system will aulomatically program all its telephone emulation ports to operate with the Merlin “Do Not
Disturb’’ and “Privacy” features turned on. This will cause the CLASSIC MAIL system’s telephone emulation
ports to always appear busy on Merlin telephone auto-intercom lights.
Chapter 10: Troubleshooting
107
CLASSIC MAIL System Port Status Indicators
After the self–initialization process is finished, the CLASSIC MAIL system status
indicators 1-4 will show the current level of the CLASSIC MAIL system’s usage. Each
“on” indicator corresponds to someone currently using the CLASSIC MAIL system.
You can use these indicators to tell how busy the CLASSIC MAIL system is. If you
have a two-port installation, and if two indicators are on, the CLASSIC MAIL system
will be busy and unable to answer additional calls. If you have a four–port
installation, and if four indicators are on, the CLASSIC MAIL system will be busy and
unable to answer additional calls.
Troubleshooting Tables
Failure Symptom
System Reference Guide
Suggested Actions (in order)
1)
Installation Test 1 Fails
Incoming calls do not ring on Merlin telephones after
the CLASSIC MAIL system has been installed.
The CLASSIC MAIL system is probably cabled
incorrectly. Verify that for each incoming line
plugged into a CLASSIC MAIL system line jack,
there is a corresponding interposed line cable
connecting the control unit line jack to the
CLASSIC MAIL system’s interposed line jack.
2)
Verify that the interposed line cables are not
defective. Try different cables. Retest.
1)
Installation Test 2 Fails
The CLASSIC MAIL system does not answer calls on
access lines.
2)
The outside line button you are using is not a
CLASSIC MAIL system access line.
The CLASSIC MAIL system has not completed
self–initialization, or is busy with other callers.
Part 2: CLASSIC MAIL System Administration
Installation Test 3 Fails
The CLASSIC MAIL system does not answer calls on
incoming lines, or incoming lines always appear
busy to outside callers.
Chapter I0: Troubleshooting
✱
3)
The tone is not being generated by the
Control Unit. You should be able to hear this
✱
tone when is pressed.
4)
The Control Unit and the CLASSIC MAIL system are not properly grounded. Test for proper
grounding by unplugging all outside lines connected to the CLASSIC MAIL system outside
line jacks. Repeat Installation Test 2. If Test 2
is now successful, grounding problems exist.
Check grounding.
5)
The CLASSIC MAIL system access code has
been changed. Try codes 0-9, or #.
1)
The outside line you are calling does not appear on the CLASSIC MAIL system’s telephone
emulation ports. Perform Test 7.
2)
The CLASSIC MAIL system was not able to
identify all incoming lines properly during selfinitialization. Use the procedure “Changing
Line Configurations” in Chapter 9 to check that
all incoming lines are in service.
3)
The CLASSIC MAIL system has not completed
the self–initialization process, or it is busy with
other callers. Check status indicators.
4)
The telephone emulation cables are the wrong
type. They should be the type used with Merlin
telephones. No other type will work.
5)
The CLASSIC MAIL system ring count parameter has been increased.
109
Installation Test 4 Fails
Labeled lines cannot gain access to the CLASSIC
MAIL system.
1)
Line button may be mislabeled. Try other line
buttons, then see the troubleshooting procedures for Installation Test 2 failures.
Installation Test 5 Fails
The CLASSIC MAIL system does not transfer calls
properly.
1)
Repeat Test 3. If Test 3 is successful, reset the
attendant’s mailbox. Re-initialize the
attendant’s mailbox. Retest.
2)
If Test 3 fails, use Test 3 troubleshooting procedures.
3)
Repeat Test 7.
1)
Your Merlin Control Unit may not support this
feature. You need a Merlin with Feature Package 2, or a Merlin Plus, or a Merlin 1030 to
make this feature work.
2)
The CLASSIC MAIL system may be incorrectly
cabled. Verify that a CLASSIC MAIL system
telephone emulation cable is connected to
Control Unit voice terminal jack 10 (or 0). If your
Control Unit is a Merlin 1030 system, verify
that all telephone emulation cables are installed in jacks 11–14, and that these jacks are
set for Attendant operation.
3)
Voice terminal jack 10 (or 0) may not be programmed to operate as an attendant position.
Remove the telephone emulation cable connected to Control Unit port 10 and install a 34button voice terminal in its place. Verify that
the Send Message feature works on the 34button set. If Send Message feature does not
work, refer to Merlin administration documentation to reset port 10. Remove the 34-button
voice terminal from port 10 and reconnect the
telephone emulation cable.
Installation Test 6 Fails
The CLASSIC MAIL system does not light telephone
message Iights properly.
System Reference Guide
Part 2: CLASSIC MAIL System Administration
The CLASSIC MAIL system does not disconnect
properly after callers hang up.
Chapter 10: Troubleshooting
1) See the Chapter 9 section, “Adjusting the
CLASSIC MAIL System Disconnect Parameters. ”
111
System Reference Guide
Part 2: CLASSIC MAIL System Administration
Appendix A: Installation Data Form
Recommended Installation Options
1. If either the Merlin Plus or the Merlin 820 block is checked, AND you
are installing a two-port system, consider expanding the installation to
four ports. Read Chapter 3, then the Chapter 4 section, “Expanding a
Two-Port Installation” before doing any installation work.
Control Unit Type
Merlin Plus ❑
Merlin 410 ❑
Is Feature
Package 2
Installed?
Merlin 206 ❑
❑ YES ❑ NO
Merlin 820 ❑
2. If either the “Merlin Plus” or the “Feature Package 2“ YES block is
checked, read Chapter 3, then read Chapter 4, “Using Message Waiting
Lights on Your Merlin Telephones” before doing any installation work.
Merlin 1030/3070 (See CLASS/C MAIL System Contro/ Unit
Upgrade Kit Installation Guide.)
1. If you have three or more vacant Voice Terminal jacks, and you are
installing a two-port system, read Chapter 3, then the Chapter 4 section,
“Expanding a Two-Port Installation” before doing any installation work.
Vacant Merlin Control Unit Jacks
Vacant Voice Terminal jacks
Jack Numbers
Vacant Outside Line jacks
2. If you have vacant Outside Line jacks, read Chapter 3, then read the
Chapter 4 section, “Maximizing Your Telephone System’s Performance”
before doing any installation work.
Jack Number
Special Outside Line Types
Do you have any WATS lines, Foreign Exchange (FX) lines, or incoming 800
If YES, see Chapter 4, “Using the CLASSIC MAIL System
with WATS lines, FX lines, or 800 numbers”.
numbers?
❑ YES ❑ NO
Misc. Information
Attendant’s Intercom/Mailbox Number
Administrator’s Mailbox Number
Attendant’s Password
Administrator’s Password
CLASSIC MAIL System Access Code
( Default is
)
CLASSIC MAIL System Access Line Designators
Phone #
Line Designator
of outside line jack 1/interposed line jack 1
Phone #
Line Designator
of outside line jack 2/interposed line jack 2
Phone #
Line Designator
of outside line jack 3/interposed line jack 3
Phone #
Line Designator
of outside line jack 4/interposed line jack 4
Appendix A: Installation Data Form
113
Appendix B: Mailbox Assignments
Regular Mailboxes
10
30*
50*
11 (1)*
31*
51*
12 (2)*
32*
52*
13 (3)*
33*
53*
14 (4)*
34*
54*
15 (5)*
35*
55*
16
36*
56*
17
37*
57*
18
38*
58*
19
39*
59*
20
40*
60*
21
41*
61*
22
42*
62*
23
43*
63*
24
44*
64*
25
45*
65*
26
46*
66*
27
47*
67*
28
48*
68*
29
49*
69*
* Mailboxes 1-5 apply to Merlin 206 installations only. Mailboxes 30-79 apply to Merlin 1030/3070 installations only.
Appendix B: Mailbox Assignments
115
Regular Mailboxes
70*
909
929
71*
910
930
72*
911
937
73*
912
932
74*
913
933
75*
914
934
76*
915
935
77*
916
936
78*
917
937
79*
918
938
Guest Mailboxes
919
939
900
920
940
901
921
941
902
922
942
903
923
943
904
924
944
905
925
945
906
926
946
907
927
947
908
928
948
Guest Mailboxes 949 through 999 not shown.
Appendix C: Business Hour Schedule
Opening
1
Monday
2
Tuesday
3
Wednesday
4
Thursday
5
Friday
6
Saturday
7
Sunday
Appendix C: Business Hour Schedule
Time
AM
PM
Closing Time
AM
PM
117
Appendix D: Routing Worksheet — Day
Instructions:
1. Assign a choice number to each new top-level menu choice you want to add. Enter the choice number into the call route keys and note under each key the
type of choice you are adding. If your Control Unit is a Merlin 206 model, your choice numbers are limited to 1-8.
2. Define these new choices using the table below. For transfer points, define the intercom number to transfer to. For record message mailboxes, assign an
available mailbox number. For announce message mailboxes, script the message you want the caller to hear.
Company
Greeting
NEW Top
Level
Menu of
Instructions
Script
Script
Dial an
Intercom
Number
Press
Transfer to Individual’s
Intercom Number
Transfer to Attendantt
Press
Press
Transfer to
Company Directory
Access
Mailbox
Transfer to an
Intercom Number
1
2
3
4
5
6
7
8
9
Record a Message
in Mailbox Number
Appendix D: Call Routing Worksheet - Day
Press
Press
Press
Press
Press
(1-9)
(1-9)
(1-9)
(1-9)
(1-9)
❑
Announce
Message
❑
Announce
Message
❑
Announce
Message
❑
Announce
Message
❑
Announce
Message
❑
Transfer
Point
❑
Transfer
Point
❑
Transfer
Point
❑
Transfer
Point
❑
Transfer
Point
❑
Record
Message
❑
Record
Message
❑
Record
Message
❑
Record
Message
❑
Record
Message
Announce a Message
that says:
119
Appendix D: Call Routing Worksheet — Night
Instructions:
1. Assign a choice number to each new top-level menu choice you want to add. Enter the choice number into the call route keys and note under each key the
type of choice you are adding. If your Control Unit is a Merlin 206 model, your choice numbers are limited to 1-8.
2. Define these new choices using the table below. For transfer points, define the intercom number to transfer to. For record message mailboxes, assign an
available mailbox number. For announce message mailboxes, script the message you want the caller to hear.
Company
Greeting
NEW TOP
Level
Menu of
Instructions
Script:
Script:
Press
Dial an
Intercom
Number
Transfer to Individual’s
Intercom Number
Press
Press
Press
Press
(1-9)
(1-9)
(1-9)
(1-9)
(1-9)
Transfer to Attendant
Press
Press
Transfer to
Company Directory
Access
Mailbox
Transfer to an
Intercom Number
Press
Record a Message
in Mailbox Number
❑
Announce
Message
❑
Announce
Massage
❑
Announce
Message
❑
Announce
Message
❑
Announce
Message
❑
Transfer
Point
❑
Transfer
Point
❑
Transfer
Point
❑
Transfer
Point
❑
Transfer
Point
❑
Record
Message
❑
Record
Message
❑
Record
Message
❑
Record
Message
❑
Record
Message
Announce a Message
that says
1
2
3
4
5
6
7
8
9
Appendix D: Call Routing Worksheet - Night
121
Appendix D: Call Routing Worksheet — Sample
Instructions:
1. Assign a choice number to each new top-level menu choice you want to add. Enter the choice number into the call route keys and note under each key the
type of choice you are adding. If your Control Unit is a Merlin 206 model, your choice numbers are limited to 1-8.
2. Define these new choices using the table below. For transfer points, define the intercom number to transfer to. For record message mailboxes, assign an
available mailbox number. For announce message mailboxes, script the message you want the caller to hear.
Company
Greeting
NEW Top
Level
Menu of
Instructions
Dial an
Intercom
Number
Press
Transfer to individual’s
Intercom Number
Press
Press
Press
(1-9)
(1-9)
(1-9)
(1-9)
Press
(1-9)
Transfer to Attendant
Press
Press
Transfer to
Company Directory
Access
Mailbox
Transfer to an
Intercom Number
Press
Record a Message
in Mailbox Number
❑
Announce
Message
Announce
Message
❑
Transfer
Point
❑
Transfer
Point
Record
Message
❑
Record
Message
❑
❑
Announce
Message
❑
Announce
Message
❑
Announce
Message
Transfer
Point
❑
Transfer
Point
❑
Transfer
Point
Record
Message
❑
Record
Message
❑
Record
Message
Announce a Message
that says:
1
2
3
4
5
6
7
8
9
Appendix D: Call Routing Worksheet - Sample
123
Appendix E: At&T Limited Warranty and Limitation of Liability
AT&T warrants you, the customer, that your system will be in good working order
on the date AT&T or its authorized reseller delivers or installs the system, whichever
is later (“Warranty Date”). If you notify AT&T or its Authorized Dealer within one
year of the Warranty Date that your system is not in good working order, AT&T will
without charge to you repair or replace, at its option, the system components that
are not in good working order. Repair or replacement parts may be new or
refurbished and will be provided on an exchange basis. If AT&T determines that your
system cannot be repaired or replaced, AT&T will remove the system and, at your
option, refund the purchase price of your system or apply the purchase price towards
the purchase of another AT&T system. If you purchased your system directly from
AT&T, AT&T will perform warranty repair in accordance with the terms and
conditions of the specific type of AT&T maintenance coverage you selected. A
written explanation of AT&T’s types of maintenance coverage maybe obtained from
AT&T by calling 1 800 247-7000 (in the continental U.S. only). If you purchased your
system from an AT&T Authorized Dealer, contact your reseller for the details of the
maintenance plan applicable to your system.
This AT&T limited warranty covers damage to the system caused by power surges.
Unless otherwise expressly agreed to in a written agreement signed by AT&T, AT&T
will not be responsible under this limited warranty for damages resulting from:
●
Failure to follow AT&T’s installation, operation, or maintenance instructions.
●
Unauthorized system modification, movement, or alteration.
●
Unauthorized use of common earner communication services accessed
through the system.
Appendix E: AT&T Limited Warranty and Limitation of Liability
●
Abuse, misuse, negligent acts or omissions of the customer and persons
under the customer’s control; or
●
Acts of third parties and acts of God.
AT&T’s obligation to repair, replace, or refund, as set forth above, is your exclusive remedy.
Except as specifically set forth above, AT&T, its affiliates, suppliers, and dealers make no
warranties, express or implied, and specifically disclaim any warranties of merchantability
or fitness for a particular purpose.
Limitation of Liability
Except as provide below, the liability of AT&T and its affiliates and suppliers for any claims,
losses, damages, or expenses from any cause whatsoever (including acts or omissions of third
parties), regardless of the form of action, whether in contract, tort, or otherwise, shall not
exceed the lesser of: (1) the direct damages proven; or (2) the repair cost, replacement cost,
license fee, annual rental charge, or purchase price, as the case may be, of the equipment
that gives rise to the claim. Except as provided below, AT&T and its affiliates and suppliers
shall not be liable for any incidental, special, reliance, consequential, or indirect loss or
damage incurred in connection with the equipment. As used in this paragraph, consequential damages include, but are not limited to, the following: lost profits, lost revenues, and
losses arising out of unauthorized use (or charges for such use) of common carrier
telecommunications services or facilities accessed through or connected to the equipment.
For personal injury caused by AT&T’s negligence, AT&T’s liabiliy shall be limited to proven
damages to person. No action or proceeding against AT&T or its affiliates or suppliers may
be commenced more than twenty-four (24) months after the cause of action accrues. THIS
PARAGRAPH SHALL SURVIVE FAILURE OF AN EXCLUSIVE REMEDY.
585-321-115
2911033-1
Issue 1
June 1994